Service Leadership Coordinator

1 day ago

Davao City, Davao, Philippines beBeeLeader Full time ₱940,800 - ₱1,173,520

About Us:

Our company specializes in Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services.

We seek individuals who view their work as a career rather than just a job.

Position Overview:

This role requires leadership experience combined with customer service and minor technical expertise.

You should have a problem-solving attitude and be able to motivate your team to achieve specific measurable KPIs and learning goals.

We foster a positive and constructive working environment to encourage team growth and success.

Primary Responsibilities:
  • Ensure the team works towards departmental goals in the most efficient and effective manner
  • Triage cases and guide team members on Pager Duty usage
  • Contribute to POD Manager Escalation numbers and participate in handoff meetings with each shift
  • Work closely with Service Delivery Managers to ensure cases are handled per standards
  • Provide regular competency reviews for all team members
  • Uphold procedural requirements related to prioritization, communication, documentation, and escalations
  • Continually follow best practices through the entire training and technical support process
Qualifications:
  • Bachelor's Degree in Information Technology or related discipline
  • 1-3 years of managerial experience; call center or managed services experience preferred
  • Technical subject matter expert on MSP products
  • Experience managing complex projects, clients, partners, and organizations
  • ITIL certification and practice preferred
  • Proven experience managing remote resources
  • Strong written and verbal communication skills

Key Requirements:

  • Familiarity with dashboard management and client training
  • Able to motivate teams to achieve KPIs and learning goals
  • Excellent problem-solving and analytical skills
  • Ability to adjust priorities and balance responsibilities
  • Affable and adaptable team player

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