Helpdesk Team lead

Key Responsibilities

Lead and supervise the Helpdesk team in handling technical support requests, incidents, and service-related concerns.

Monitor and manage SLA, TAT, productivity, and overall service performance to ensure operational targets are achieved.

Manage escalations and ensure timely resolution of complex or critical issues.

Oversee field support operations, including scheduling, manpower allocation, escalation management, and site coordination.

Coordinate with field technicians, operations teams, vendors, and clients to ensure efficient issue resolution.

Monitor service tickets from receipt through resolution and ensure proper documentation and closure.

Analyze recurring issues and recommend process improvements to improve service quality and customer satisfaction.

Provide coaching, training, and performance feedback to Helpdesk team members.

Prepare and present operational and performance reports to management.

Ensure compliance with established procedures, service standards, and escalation protocols.

QUALIFICATIONS:

Bachelor’s degree in IT, Computer Science, Business, Operations, or a related field.

Experience leading a Helpdesk, Service Desk, Technical Support, or Field Support team.

Proven experience monitoring SLA, TAT, productivity, and service performance metrics.

Experience in EFT, POS, ATM, or payment terminal support is an advantage.

Knowledge of POS troubleshooting, terminal configuration, application issues, and transaction-related concerns is an advantage.

Strong leadership, communication, problem-solving, and escalation-management skills.

Able to manage multiple sites, teams, and priorities in a fast-paced environment.

Willing to work on shifting schedules, weekends, and holidays when required.

Must be willing to work in San Pedro Laguna.

Pay: Php23,000.00 - Php25,000.00 per month

Work Location: In person