Support Team Lead

1 week ago

Quezon City, National Capital Region, Philippines Belly Rub Pet Services Full time ₱420,000 - ₱700,000 per year

Responsible for leading the day-to-day operations of the helpdesk team, ensuring smooth service delivery to clients, and coordinating with other departments to address customer concerns. This role involves monitoring helpdesk activities, supervising field engineers, and managing workflows to ensure that technical issues are resolved promptly and efficiently.

As a leadership role, you will be responsible for guiding the helpdesk team, ensuring that they meet performance standards, and maintaining high levels of customer satisfaction.

Key Responsibilities:

  • Lead and oversee the daily operations of the helpdesk team, ensuring that all support requests are addressed promptly.
  • Supervise and monitor field engineers to ensure timely and accurate technical service.
  • Coordinate with other departments (e.g., IT, Operations, and Customer Service) to resolve client concerns and improve service processes.
  • Set team performance goals, track progress, and provide guidance to team members.
  • Ensure that the helpdesk team is well-equipped and trained to handle support requests efficiently.
  • Create and maintain reports on helpdesk performance, customer satisfaction, and service metrics.
  • Identify areas for improvement within the helpdesk operation and implement process changes as needed.
  • Ensure that the team follows all internal procedures and industry standards for service delivery.
  • Handle escalated technical issues and customer complaints, ensuring timely resolution.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
  • At least 3–5 years of experience in a helpdesk or support role, with at least 1 year in a leadership position.
  • Proven experience in supervising or managing teams and coordinating across departments.
  • Strong communication, problem-solving, and leadership skills.
  • Ability to manage and prioritize multiple tasks in a fast-paced environment.
  • Technical knowledge of helpdesk software, IT systems, and troubleshooting methods.
  • Strong understanding of customer service best practices

Benefits:

  • Competitive salary (open for negotiation)
  • Comprehensive health care program
  • Government-mandated benefits
  • Performance-based incentives
  • Career development opportunities
  • Additional benefits to be discussed with management

Job Types: Full-time, Permanent

Pay: Up to Php35,000.00 per month

Work Location: In person

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