Senior IT Support Manager

1 day ago

Cebu City, Central Visayas, Philippines beBeeHelpDesk Full time ₱900,000 - ₱1,200,000
Job Description:

The Help Desk Team Lead role is responsible for managing the performance of Level 1 and Level 2 services & support desk to clients, ensuring service levels are achieved and customer expectations are met or exceeded.

The ideal candidate will have a strong background in IT support delivery, with experience in a managerial position and excellent communication skills. They will be able to effectively communicate with customers, protect the company's position, and gather, organize, and present information in a focused and concise manner.

Core Responsibilities:
  • Oversee 100% of the requests, incidents, and deliver any problems to the Problem Manager.
  • Act as escalation point for all requests and incidents.
  • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Train, coach, and mentor Service Desk Specialists (Level 1 / 2) including career development.
  • Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly, and as needed.
  • Manage process for communicating outage/emergency activities to the organization.
Qualifications:
  • Associate degree or equivalent combination of education and experience is required.
  • 5+ years of related experience in a large IT Support Delivery Team, with at least 2 of it in a managerial position.
  • Ability to effectively communicate to customers while protecting the company's position.

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