xtn-e4a7371 | technical helpdesk manager

1 day ago

Quezon City, National Capital Region, Philippines Kmc Solutions Inc Full time $60,000 - $80,000 per year
About the job XTN-E4A7371 | TECHNICAL HELPDESK MANAGER

The Helpdesk Manager will be responsible for managing the day-to-day operations of the helpdesk team, ensuring efficient and effective resolution of technical issues, and maintaining a high level of customer satisfaction. The ideal candidate will have strong technical knowledge, excellent leadership skills, and the ability to enhance team performance while providing exceptional customer service.

  • Health Insurance/HMO
  • Enjoy unlimited MadMax Coffee
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves
  • Lead, manage, and support the helpdesk team, ensuring they are meeting performance goals and delivering exceptional service.
  • Oversee the troubleshooting, diagnosis, and resolution of hardware and software issues.
  • Monitor helpdesk tickets, ensure they are resolved in a timely and efficient manner within Service Level Agreements.
  • Develop and implement processes, procedures, and best practices to improve team efficiency and service quality.
  • Provide training and mentorship to helpdesk staff on technical troubleshooting, customer service, and problem-solving.
  • Ensure proper documentation of all issues, resolutions, and technical procedures.
  • Maintain knowledge of current industry trends, emerging technologies, and best practices in IT support.
  • Collaborate with IT and other departments to address complex technical issues and improve overall IT infrastructure.
  • Generate reports on helpdesk performance metrics, ticket resolution times, and customer satisfaction.
  • Act as an escalation point for complex or high-priority technical issues.
  • Ensure the team follows company policies, security protocols, and compliance standards.
  • Collaborate closely with both customers and internal technical teams to troubleshoot, address, and communicate product-related concerns in a timely and professional manner.
  • Maintaining consistent and timely communication with customers to showcase ownership of incidents raised.
  • Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
  • 5 years of experience in IT support or technical helpdesk roles, with at least 2-3 years in a leadership or managerial position.
  • Strong knowledge of computer hardware, software, operating systems, and networking.
  • Experience with helpdesk ticketing systems (e.g., Jira, ServiceNow, Zendesk, Freshdesk) and remote support tools.
  • Excellent leadership, communication, and interpersonal skills.
  • Familiarity with ITIL framework and incident management processes.
  • Experience with remote desktop support and mobile device management.
  • Project management experience (e.g., IT rollouts, software updates)

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