Helpdesk Supervisor

3 days ago

Makati City, National Capital Region, Philippines Consistent Frozen Solutions Full time ₱400,000 - ₱500,000 per year

The Helpdesk Supervisor is responsible for managing frontline IT support operations while actively providing hands-on technical assistance across all IT domains, including servers, user access, network infrastructure, CCTV, and enterprise applications such as NetSuite.

This role oversees the resolution of IT incidents and service requests, ensuring adherence to SLAs, especially in managing and documenting high-priority (P1) incidents with timely escalation and collaboration. The Supervisor also handles on-site technical support, coordinates closely with central IT, and ensures localized issues are promptly addressed. The team Supervisor assigns analyst to a specific regional cluster (North, South, or Main).

Skills and Qualifications:

Years of Work Experience: 1 - 4 Years

Educational Attainment: Bachelor's Degree

Required course (if applicable): BS in Computer Science 4 year course

Suggested Certification/Professional License (if applicable): ITIL

Field of Specialization (if applicable): FMCG, IT, Customer Service

Duties & Responsibilities:

  • Leads and mentors the helpdesk team, ensuring proper coverage, ticket management, and performance oversight. Provides direct support and provision of resolution for all IT concerns, including troubleshooting physical infrastructure and coordinating with vendors for hardware replacements.
  • Oversees ticket escalation, resolution tracking, and timely feedback, aligning with company IT policies. Ensures that all IT assets and services in the region are fully documented and maintained.
  • Delivers expert-level hands-on support and solutions for all incidents, request and services including but not limited to user access, diagnosing server and network issues, configuring workstations, and supporting CCTV and access control systems.
  • Supports configuration, troubleshooting, and user training for NetSuite and other core business systems. Responds to issues, performs preventive maintenance, and provides resolution or escalation. Keeps technical documentation updated, covering devices, connections, and systems across all supported domains.
  • Leads the management of all Priority incidents especially P1 incidents with urgency, including incident logging, immediate response, stakeholder updates, and escalation to specialized teams when necessary.
  • Assists in the deployment, configuration, and monitoring of switches, routers, and structured cabling across assigned locations. Provides day-to-day support and resolution for all systems and other critical applications, including resolving access issues, performing minor configuration changes, and supporting workflow usage.

Technical Skills:

· Windows Server Administration

· Network Infrastructure Support

· User Access Management

· CCTV and Access Control Systems

· Application Support (NetSuite, Windows Server, Entra ID, O365, Google Workspace, AWS, Azure) - Provides support across enterprise applications including ERP (NetSuite), directory services (Windows Server, Entra ID), cloud productivity tools (Microsoft 365, Google Workspace), and cloud platforms (AWS, Azure).

· IT Ticketing Systems

· NetSuite ERP Application Support

· Incident and Problem Management (ITIL)

· Hardware Troubleshooting

· Remote Desktop and Endpoint Support

· Office 365 Administration

· Structured Cabling and Physical IT Setup

· Backup and Recovery Procedures

· IT Documentation

· IT Security Awareness

· Monitoring Tools

Soft Skills

· Leadership and Team Management

· Analytical Thinking

· Communication Skills

· Problem-Solving

· Collaboration & teamwork

· Customer-Centric approach

· Decision making under pressure

· Time Management

· Adaptability and flexibility

· Accountability and Responsibility

· Attention to Detail

· Conflict Resolution

· Continuous Improvement Mindset

Job Type: Full-time

Pay: Php40, Php50,000.00 per month

Benefits:

  • Company events
  • Employee discount
  • Life insurance

Work Location: In person

  • Customer Service Representative

    1 week ago

    Makati City, National Capital Region, Philippines Euronet Full time ₱150,000 - ₱250,000 per year

    Position: Helpdesk Officer (ATM)Location: Makati CityResponsibilities:Receive all issues by phone call, e-mail, and related communication from partners and clients.Timely escalation of all unresolved issues to the relevant internal and external departments.Deal with all matters to users in a professional and timely manner.Respond and truly identify what the...

  • IT Support Supervisor

    3 days ago

    Quezon City, National Capital Region, Philippines PGATECH Group of Companies Full time ₱360,000 - ₱600,000 per year

    PGATech Group of Companies is looking for an IT Support Supervisor to lead and oversee our internal IT team.Qualifications:Bachelor's degree in Information Technology, Computer Engineering, or related field.At least 5 years of progressive experience in IT support and infrastructure; 1–2 years in a supervisory or leadership role preferred.Strong technical...

  • Area Service Manager

    3 days ago

    Makati City, National Capital Region, Philippines KONE Full time $80,000 - $120,000 per year

    Area Service Manager leads and coaches the team of Maintenance Supervisors to reach the Maintenance operations targets and objectives. He/she is also responsible for driving the specific business change initiatives agreed with the Front-Line Maintenance Operations Excellence Manager, ensuring business benefit realization that increases safety, customer...

  • Service Desk Agent

    1 day ago

    Makati City, National Capital Region, Philippines Probe CX Full time ₱250,000 - ₱450,000 per year

    Responsible for:The Service Desk Agent serves as the first level of IT support for all campaign users by receiving incidents and service requests through a variety of channels (such as phone, email and ticketing system) and taking the appropriate steps to resolve the users' concerns.Main Activities and Responsibilities:Ensure a safe, healthy and sustainable...

  • CSR Manager

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Quanta Paper Corporation Full time $40,000 - $80,000 per year

    Key Responsibilities of a CSR ManagerStrategic LeadershipDevelop and implement customer service strategies aligned with company goals.Set performance standards, policies, and procedures for the customer service department.Team & Operations ManagementLead, mentor, and manage supervisors and CSR staff.Oversee daily operations to ensure smooth workflow and...

  • Service Desk Agent

    3 days ago

    Makati City, National Capital Region, Philippines Probe CX Full time ₱150,000 - ₱250,000 per year

    Responsible for: The Service Desk Agent serves as the first level of IT support for all campaign users by receiving incidents and service requests through a variety of channels (such as phone, email and ticketing system) and taking the appropriate steps to resolve the users' concerns. Main Activities and Responsibilities: Ensure a safe, healthy and...

  • Customer Experience Partner

    3 days ago

    Makati City, National Capital Region, Philippines CoStar Group Full time ₱40,000 - ₱60,000 per year

    Job DescriptionCompany Overview:CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and...

  • Customer Experience Executive

    3 days ago

    Makati City, National Capital Region, Philippines Probe CX Full time ₱250,000 - ₱450,000 per year

    Job Description Responsible for:  The Non Voice Customer Support role involves handling customer inquiries and issues via online channels such as chat, email, and SMS. We are responsible for delivering high-quality, prompt, and efficient responses while working closely with internal teams to resolve customer concerns and enhance customer...

  • IT Helpdesk Supervisor

    3 weeks ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time

    OverviewStaff4Me is seeking a skilled IT Helpdesk Supervisor to lead our helpdesk team in providing exceptional technical support to our clients. In this role, you will oversee daily operations, ensure consistent service delivery, and develop the team to meet evolving IT challenges.Key ResponsibilitiesManage and supervise the IT helpdesk team, ensuring...

  • IT Helpdesk Supervisor

    2 weeks ago

    Cebu City, Philippines Staff4Me Full time

    Overview Staff4Me is seeking a skilled IT Helpdesk Supervisor to lead our helpdesk team in providing exceptional technical support to our clients. In this role, you will oversee daily operations, ensure consistent service delivery, and develop the team to meet evolving IT challenges. Key Responsibilities Manage and supervise the IT helpdesk team,...

  • IT Helpdesk Supervisor

    3 days ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time ₱420,000 - ₱720,000 per year

    Staff4Me is seeking a skilled IT Helpdesk Supervisor to lead our helpdesk team in providing exceptional technical support to our clients. In this role, you will oversee daily operations, ensure consistent service delivery, and develop the team to meet evolving IT challenges.Key Responsibilities: Manage and supervise the IT helpdesk team, ensuring timely...

  • MSP Supervisor

    3 weeks ago

    Cebu City, Central Visayas, Philippines CallTek Full time

    OverviewThe MSP Team Lead oversees IT Helpdesk agents, ensuring efficient support operations, compliance with company policies, and optimal team performance. This role requires strong IT support experience, leadership skills, and the ability to drive operational excellence in a Managed Service Provider (MSP) environment.ResponsibilitiesTeam Leadership:...

  • MSP Supervisor

    2 weeks ago

    Cebu City, Philippines CallTek Full time

    Overview The MSP Team Lead oversees IT Helpdesk agents, ensuring efficient support operations, compliance with company policies, and optimal team performance. This role requires strong IT support experience, leadership skills, and the ability to drive operational excellence in a Managed Service Provider (MSP) environment. Responsibilities Team Leadership:...

  • IT Helpdesk

    4 weeks ago

    Angeles City, Central Luzon, Philippines MCI Full time

    OverviewAngeles City, PHFull-TimeMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.We are seeking a skilled IT Helpdesk Specialist...

  • MSP Supervisor

    3 days ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time ₱900,000 - ₱1,200,000 per year

    Job Summary:The MSP Team Lead oversees IT Helpdesk agents, ensuring efficient support operations, compliance with company policies, and optimal team performance. This role requires strong IT support experience, leadership skills, and the ability to drive operational excellence in a Managed Service Provider (MSP) environment.Key Responsibilities: Team...

  • IT Support Supervisor

    4 days ago

    Quezon City, Philippines PGA Tech Group of Companies Full time

    PGATech Group of Companies is looking for an IT Support Supervisor to lead and oversee our internal IT team. Qualifications: - Bachelor's degree in Information Technology, Computer Engineering, or related field. - At least 5 years of progressive experience in IT support and infrastructure; 1–2 years in a supervisory or leadership role preferred. - Strong...

  • IT Support Supervisor

    2 weeks ago

    Quezon City, Philippines PGA Tech Group of Companies Full time

    PGATech Group of Companies is looking for an IT Support Supervisor to lead and oversee our internal IT team. Qualifications: - Bachelor's degree in Information Technology, Computer Engineering, or related field. - At least 5 years of progressive experience in IT support and infrastructure; 1–2 years in a supervisory or leadership role preferred. - Strong...

  • Customer Support Supervisor

    1 day ago

    Cebu City, Central Visayas, Philippines One Visaya Gaming Corp. Full time ₱35,000 - ₱45,000 per year

    Job OverviewWe are looking for a Customer Support Supervisor to lead our support team in providing timely, accurate, and high-quality assistance to customers. The role ensures effective resolution of customer issues, manages team performance, and implements support processes that enhance customer satisfaction and efficiency.Key ResponsibilitiesSupervise,...