IT Helpdesk managerCTC BPO Inc. (FKA: CallTek Center International, Inc.)

CTC BPO Inc. (FKA: CallTek Center International Inc.) is a call center and a BPO company based in Cebu, Philippines. CTC BPO Inc. is a tailor-made business processing and technical support provider for the broadband and video/TV industry, specializing in hospitality/MDU markets.
 
We continuously seek highly motivated, energetic, flexible, career-driven, and most importantly, people-oriented individuals. We aim to build a company with the best technical and customer service available.
 
We are looking for an IT Helpdesk Manager.
 
Company Perks and Benefits:
Free one meal a day
Emergency Loan and Other Financial Assistance Program
Free 24-hour snacks and beverages
Health Insurance
Health Subsidy
Interest-Based Clubs
Retirement Plan/ Life Insurance
Savings Plan
Team Socialization Allowance
Perfect Attendance Bonus
Quarterly Perfect Attendance Bonus
Year-End Performance Bonus Plan(Company discretion)
And much more
Job Description:
 
The point person in troubleshooting IT concerns in the organization, overseeing internal IT Helpdesk operations, exhibiting expertise in providing network support knowledge while managing a team of IT Engineers.
 
Duties and Responsibilities:
Define and implement processes and procedures for supporting all departments across the organization.
Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
Develop and maintain Technical Support/knowledge base.
Responsible for a team of 50 engineers.
Manage All Help Desk Operations.
Deliver frontline technical support for device monitoring helpdesk.
Foster positive end-user relationships and drive customer satisfaction.
Promote continuous improvement of Tier 3 support, network troubleshooting, and telecom delivery for all stakeholders.
Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
Establish and implement ITIL standards.
Analyze the business requirements of all departments to determine their technology needs.
Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.
Escalation and resolution of software issues to the information systems/development team.
Escalation and resolution of third-party software/systems issues by the support team.
Define team goals and lead staff to achieve desired results while being accountable for team performance.
Qualifications:
Preferably with an Engineering Background.
Must have a minimum of five (5) years experience in a managerial role in the IT-BPO industry.
Must have excellent verbal and non-verbal English communication skills.
Must exhibit high emotional intelligence and maturity.
Must be willing to work on a night shift schedule.
Must be willing to work on weekends and on holidays
Must be willing to work on-site.
Must be a graduate of an engineering degree