Job Description
We are seeking a dedicated and results-driven IT Helpdesk Manager to lead our on-site technical support team in Taguig City, Metro Manila. This is an exciting opportunity for a hands-on IT professional who excels in managing help desk operations, mentoring team members, and ensuring exceptional service delivery.
As the IT Helpdesk Manager, you will be responsible for overseeing all service desk activities, implementing industry best practices, and driving continuous improvement initiatives. Your leadership will ensure that our support team delivers timely, professional, and effective solutions to internal stakeholders while maintaining high customer satisfaction standards.
This role requires someone who can balance operational management with strategic planning, ensuring that helpdesk processes align with organizational goals. You will collaborate closely with other IT departments, manage vendor relationships, and report on key performance metrics to senior leadership.
If you are passionate about technology, enjoy developing talent, and want to make a significant impact in a dynamic work environment, we encourage you to apply and join our innovative team.
Responsibilities
- Lead and manage the day-to-day operations of the IT Helpdesk team, ensuring timely resolution of technical issues and incidents
- Develop and implement helpdesk policies, procedures, and best practices to enhance service quality and efficiency
- Monitor and analyze helpdesk performance metrics, preparing regular reports for management review and continuous improvement
- Mentor, train, and motivate team members to achieve individual and collective performance targets
- Coordinate with cross-functional IT teams to resolve complex technical problems and escalations
- Manage helpdesk software, tools, and knowledge base systems to optimize workflow and knowledge sharing
- Handle high-priority incidents and ensure proper communication with stakeholders during critical situations
- Evaluate and recommend new technologies and process improvements to enhance overall IT support services
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field from a reputable institution
- Minimum of 5 years of experience in IT helpdesk or technical support roles, with at least 2 years in a supervisory or management capacity
- Proficiency in helpdesk ticketing systems such as ServiceNow, Jira Service Management, or Zendesk
- Strong knowledge of Windows operating systems, Mac OS, Microsoft Office 365, and network fundamentals
- Excellent leadership and interpersonal skills with the ability to motivate and develop team members
- Exceptional problem-solving abilities and a proactive approach to identifying and addressing issues
- Outstanding verbal and written communication skills in English for effective stakeholder engagement
- ITIL Foundation certification or relevant professional credentials is a distinct advantage