helpdesk Administrator leadTalleco JobTarget Philippines

The IT Helpdesk Team Lead's role is to oversee the entire Helpdesk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility for planning, assigning, and directing work; documenting and gaining approval for all helpdesk support procedures and system documentation; assisting team members, addressing service or escalation issues and applying independent decision making to resolve problems or escalate problems to management.
What We Can Offer:
Salary Range [ Php 47,500 to Php 66,500]
20 Paid Time Off with 5 convertible to cash at the end of the year
HMO (with 2 dependents - co paid)
Group Life and Accident Insurance
Other exciting monetary allowances
Great team, culture, and environment and tons of opportunity for career growth
Work Schedule: Day / Night
Work Type: Hybrid
Position To Fill: One
What You'll Do:
Supervise the day-to-day operations of the helpdesk.
Identify, research, and resolve complex technical issues.
Manage all procedures related to the prioritization and resolution of end user technical support requests.
Route tickets appropriately when escalated troubleshooting is required beyond the scope of the helpdesk.
Ensure support requests are properly tracked in ticketing system.
Assist in configuring new computers for new and existing end users.
Strive to meet or exceed all SLA goals and ensure those goals are met by all Helpdesk Administrators.
Provide advanced troubleshooting to resolve escalated issues.
Handle special projects as assigned by upper management.
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications).
Participate in inventory management and asset tracking throughout the firm.
Perform member office moves when needed.
Provide support to members on various software applications
Stay current on and adhere to established policies, procedures, and documentation.
Participate in regular management calls.
What You Need to Qualify:
Degree in Information Technology, Computer Science, or Related Field
2 + years of experience in Management/Supervisory role
5 + years of experience in a Helpdesk/Technical support role
Proven track record of developing and providing Service Level Agreements and Helpdesk deliverables
Must have the ability to form strong customer relationships
Must have strong analytical, verbal, and written communication skills
Must be able to successfully assess situations and respond proactively through the effective use of time management
Strong leadership and organizational skills
Demonstrated progressive experience in the supervision of a technical support/helpdesk team.
Solid relationship management and performance management skills.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience with managing vendor resources
Strong documentation skills.
Talleco JobTarget Philippines

Cebu City, Cebu Metro Manila
₱47,500-66,500 per month
Permanent
Full-time