Helpdesk Supervisor

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