End User Computing Supervisor (START ASAP!)

1. Supervision of International Helpdesk Staff and make sure they are equip and knowledgeable in processing tickets and executing escalation procedures.
○ Orients, communicates and trains all International IT Helpdesk for their duties and responsibilities.
○ Conducts periodic simulations to ensure team response on major issues. 
○ Disseminates work instructions
○ Provides support on high level issues on IT concerns
○ Submits reports to IT Manager

2. Supervises International Helpdesk Staff on providing proactive updates and monitoring of the ticketing system.
○ Provides support on high-level issues on IT concerns
○ Monitors and submits clear and accurate updates in a timely manner through emails, Phone Calls, Verbal approach or Instant  Messaging(Skype, Google Talk)
○ Ensures that the team follows the IT escalation procedures diligently.
○ Reviews a summary of open tickets at the beginning of the shift daily and provides instructions to the team on how to proceed.
○ Ensures all tickets are being catered and processed as quickly as possible

3. Attendance, overtime, and leave monitoring of the team members
○ Monitors daily attendance of the team and submits bi-monthly reports to HR and IT Managers
○ Balances team schedule to provide maximum support to clients
○ Provides sanctions or suspensions if necessary to maintain order within the team.
○ Reviews the validity of leaves of all team members and ensures team productivity will not have any impact on providing support to clients.
○ Provides initial approval of overtime and leave requests by team members.

4. Monthly evaluation of non-regular and regular Helpdesk employees
○ Evaluates and provides ratings according to their performance, quality of work, attitude, productivity, and attendance.
○ Constructively informs subordinates of their weaknesses and provides ideas or methods to help them improve.
○ Provides and submits evaluation rates to Sr. IT Manager for re - evaluation

5. Initial interviews for International Helpdesk Staff hiring
requirements
○ Conducts applicants’ preliminary interviews to determine possible fit.
○ Endorses qualified applicants to IT Manager for final interview.

Qualifications

• College graduate of IT-related courses or its equivalent
• 2 to 4 years of work experience in applied IT or other related fields