Service Delivery Supervisor

Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

As a Service Delivery Supervisor, you will be responsible for leading the client's regional ASE team in assessing & assigning cases, routing escalations, and resolving low level single touch cases. You should have a leadership background combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI's and learning goals. Ultimately, you should be able to ensure a positive and constructive working and learning environment to foster a successful coordination team as well as consistent growth for our ASE team members.

This is a full-time role, on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

• Motivate and coach individuals to achieve KPI & learning goals to drive excellent and consistent career growth
• Ensure Coordination team is working toward departmental goals in the most efficient and effective manner
• Work closely with Service Delivery Managers to ensure cases are handled
• Conduct regular competency reviews for all team members
• Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations
• Continually follow best practices through the entire training and technical support process
• Work with team members to identify a clear career path with specific goals
• Ensure all ASE team members meet certification and competency requirements to move their career forward
• Responsible for the care and feeding of the Apprentices under your leadership to include:
• The training schedule followed.
• Work with the SDM's to coordinate mentorships with POD engineers
• All milestones of the apprentice program are met in a timely manner to include:
• Verifying competencies
• Technical certifications
• The goal is to ensure the apprentice is ready\eligible for a TSE role at the end of their 12-month apprenticeship program.
• Ability to adjust priorities and balance responsibilities in a fast-paced environment
• Available to work outside of standard hours when necessary or as part of on call rotation if applicable

QUALIFICATIONS:

• At least 3–5 years of experience as a Service Desk Supervisor, MSP Manager, or in a similar leadership role
• Strong technical expertise in MSP products and services
• Proven ability to manage complex projects, clients, and partner relationships
• Experience leading remote teams and resources
• ITIL certification (preferred)

WHAT'S IN IT FOR YOU?

• Full-time permanent position
• Competitive compensation package and benefits
• Be part of a dynamic US Team
• 13th-month pay
• Paid Leaves, commutable to cash
• Access top-tier health insurance, including dental coverage.
• Personal development and training opportunities
• We cover Government-mandated benefits (SSS, Phil health, Pag Ibig, Maternity or Paternity leave benefit, Solo Parent Leave, etc.)
• Participate in a variety of activities, including team outings, sports events, and other fun events to foster camaraderie.

Follow us on our official social media platforms and be updated with the latest news and hirings

Facebook:

Linkedin:

Instagram:

TikTok :

Youtube:

Apply now and be part of TahcheNot a candidate? If you're a foreign business looking to build world-class teams with top Filipino

professionals, why not HIRE WITH TAHCHE? Visit our website at to learn how.

Job Type: Full-time

Pay: Php80, Php100,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Paid training
• Promotion to permanent employee

Ability to commute/relocate:

• Cebu City 6000 P07: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)

Work Location: In person