Senior Helpdesk Supervisor

Position: Supervisor – Customer Support

Organization: Retail Applications

Location: Cebu

Role Overview

The Supervisor – Customer Support is responsible for leading frontline delivery teams (Level 1 and Level 2) to ensure consistent, high-quality customer outcomes across all supported services.

This role combines people leadership, operational execution, and customer accountability, ensuring that service performance meets contractual commitments while continuously improving customer experience, resolution quality, and operational efficiency.

Operating within a multitier support model, the Supervisor drives alignment across Level 1, Level 2, and Level 3 functions, removing delivery blockers and enabling teams to perform at a high level.

Success in this role is measured through customer satisfaction (CSAT), service level attainment, resolution effectiveness, operational consistency, and team capability growth.

Key Responsibilities

Customer Delivery & Service Ownership

· Accountable for end-to-end service delivery performance across assigned teams

· Drive consistent, high-quality customer outcomes, ensuring incidents and service requests are resolved efficiently and professionally

· Ensure adherence to SLAs, OLAs, and contractual commitments, taking proactive action where risks are identified

· Act as escalation point for high-impact or high-visibility customer issues

· Maintain strong focus on customer communication quality, ownership, and experience

· Monitor CSAT performance and implement targeted actions to improve customer perception and outcomes

Operational Leadership & Execution

· Lead day-to-day operations of Level 1 and/or Level 2 teams within a high-volume support environment

· Manage workload distribution, prioritization, and capacity to meet service demand

· Drive performance against key metrics (SLA, backlog, ageing, first contact resolution, escalation quality)

· Ensure effective incident lifecycle management, from intake through resolution and closure

· Identify and resolve operational bottlenecks, risks, and inefficiencies

· Coordinate cross-functional resources (L2, L3, Engineering, third parties) to deliver timely resolutions

Cross-Team Collaboration & Operational Support

· Work in close partnership with adjacent Supervisors and peer teams to balance demand and maintain consistent service delivery

· Proactively support cross-team workload management, reallocating resources during peak demand or service disruption

· Ensure alignment in service standards, priorities, and execution across teams

· Enable and reinforce support functions such as Incident Management, Major Incident processes, and Problem Management

· Ensure team compliance with incident management standards, including timely updates, correct prioritization, and structured resolution practices

· Support organization-wide initiatives that improve service stability, responsiveness, and customer experience

People Leadership & Capability Development

· Provide leadership, coaching, and performance management for team members

· Set clear expectations aligned to customer-first behaviors, ownership, and accountability

· Conduct regular 1:1s, performance reviews, and development planning

· Build capability through coaching, mentoring, and structured development activities

· Foster a high-performance, collaborative team culture

· Support career progression across the structured support model (L1 → L2 → L3 and beyond)

Escalation & Major Incident Management

· Coordinate and manage major incidents and critical customer escalations

· Ensure structured problem-solving approaches are followed, including impact assessment and resolution planning

· Engage and manage internal teams and third-party suppliers during high-severity situations

· Provide clear, timely communication updates to customers and stakeholders

· Ensure completion of post-incident reviews, including root cause identification and preventative actions

Continuous Improvement & Problem Management

· Analyze service data to identify trends, repeat issues, and improvement opportunities

· Drive initiatives to improve first-time resolution rates and reduce repeat incidents

· Partner with L2, L3, and Engineering to address systemic issues

· Lead or support process improvements, tooling enhancements, and workflow optimization

· Promote a culture of continuous improvement aligned to organizational standards

Knowledge & Quality Management

· Ensure high standards of incident documentation, accuracy, and completeness

· Drive improvements in troubleshooting quality and diagnostic effectiveness

· Support development and governance of the Knowledge Base

· Ensure teams effectively utilize and contribute to knowledge articles

· Monitor and improve overall case handling quality

Stakeholder & Cross-Functional Collaboration

· Collaborate with Engineering, Product, DevOps, and Operations teams to improve outcomes

· Manage engagement with third-party suppliers, ensuring delivery meets expectations

· Participate in customer discussions for escalations and service reviews where required

· Support pre-sales and service readiness activities with operational input

Governance, Compliance & Reporting

· Ensure adherence to regulatory, security, and organizational policies

· Maintain accurate operational reporting and provide performance insights

· Participate in service reviews and provide data-driven recommendations

· Support audit and compliance activities as required

Skills & Experience Required

· Bachelor’s Degree or equivalent experience

· 3–6 years’ experience in a technical support or service delivery environment

· Experience in a team lead or supervisory capacity

· Strong understanding of service desk operations and ITSM practices

· Excellent communication, leadership, and stakeholder management skills

· Proven ability to drive customer outcomes and operational performance

· Strong analytical and problem-solving capability

Desirable

· Experience in retail, payment systems, or enterprise environments

· Familiarity with ServiceNow or similar ITSM platforms

· Experience managing third-party vendors or outsourced delivery

· Knowledge of Windows, Linux, cloud, and network environments

Core Competencies

· Customer-first mindset with strong accountability and ownership

· Outcome-driven leadership, focused on delivery and results

· Strong decision-making and prioritization in high-pressure environments

· Ability to lead through influence, collaboration, and alignment

· High resilience, adaptability, and personal accountability

· Commitment to continuous improvement and team development

Career Context

This role sits within the structured support model:

· Level 1: Customer intake, known issue resolution, service ownership

· Level 2: Deep technical investigation and root cause analysis

· Supervisor: Team leadership, operational delivery, and customer outcomes

· Level 3 / Engineering: Advanced product expertise and defect resolution

The Supervisor plays a critical role in bridging frontline execution with strategic service improvement, ensuring consistent delivery excellence and enabling team progression.

Additional Requirements

· Flexibility to work across shifts and support global operations if required

· Participation in on-call or escalation rotations as needed

· Ability to operate across multiple time zones, cultures, and customer environments