IT Helpdesk lead (mcsg0005)Hammerjack

hammerjack is an innovative Australian company that specialises in offering top-tier skilled professionals in various fields, including but not limited to Administration, Finance and Accounting, IT Programming, Engineering, Sales and Marketing, and many others.
Whether you prefer a hybrid or work-from-home setup or the full office experience, hammerjack provides all employees with the opportunity to enjoy the benefits of an eco-friendly workplace, a playroom, free meals, and unlimited access to a built-in bar stocked with drinks and snacks.
It's a place where professionals are inspired to advance and innovate, adapting to the "new normal" of today's world.
What's in it for you?
Competitive Salary
Night Shift Differential
Retention Bonus (Up to Php 100,000)
Temporary Work from Home
Health Coverage for you and one of your qualified dependents on Day 1
Paid Time Offs - can be converted into cash
Government Mandated Benefits - 13th-month pay.
Group Life Insurance
Additional Perks and Benefits:
Work from Home Equipment Provided
Free Access to Bar (Unli Premium Coffee, Soda, Tea, and Booze)
Free Meal every Wednesday
Monthly Employee Engagement activities
Wellness Programs
Townhall Events
Christmas Events, Year-end Parties
Outings
Team Building
Acoustic Jamming Sessions
JOB DESCRIPTION:
Manage and maintain help desk team workflow.
Provide coaching and feedback to improve team member capabilities and technical knowledge.
Assign and oversee ticket dispatch process within ConnectWise Manage, ensure timely and accurate ticket assignments.
Resolving complex technical issues escalated from Level 1/2 support teams.
Maintain help desk documentation, manuals, wikis, and knowledge base.
Identify opportunities to streamline help desk processes and implement new technologies to drive efficiency.
Serve as point of contact and communication status across multiple departments, leadership, stakeholders, and customers
Maintain 95% or greater customer satisfaction score by ensuring prompt issue resolution
QUALIFICATIONS:
Exceptional customer service, communication, leadership, and coaching abilities.
Extensive experience with ConnectWise Manage and help desk processes/procedures.
Background working within a managed services provider and/or cloud solutions provider.
Strong documentation skills and ability to create "how-to" guides, FAQs, etc.
Microsoft certifications such as MS-900, AZ-300, AZ-900, MCSA, MCSE a plus
hammerjack

Makati City, Metro Manila
Temporary
Full-time