Philippines Job Openings

KSearch Asia Consulting

IT Helpdesk Manager

Makati City

September 13, 2024

CLIENT:
Our client is a BPO company focused on providing business solutions to insurance companies with strategic consulting, technological services, and back-office support.
JOB DESCRIPTION
Lead the Manila Helpdesk team to resolve end-user technology support issues and its root cause reduce the security risk caused by the computer vulnerabilities. Oversee and continuously improve all end-user technical support services to ensure high quality customer service, high employee availability, meet SLAs, and direct the Manila Helpdesk to serve as the company’s helpdesk Center of Excellence, be accountable for global helpdesk policies and processes.
Principal Responsibilities:

Operations Management
- Oversee IT requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Be accountable to for Ticket queue (participating in escalated calls as needed), and act as escalation point for needed requests and incidents. Ensure root cause of issues are resolved and communicate appropriately to internal and external customers. Manage process for communicating outage/emergency activities to the organization. Review survey feedback to improve services, tools, and support experience.
- Manage vendor relationships according to our operational needs. Review PO and be accountable for Helpdesk approve budget.

People Management
- Develop and retain high performing Helpdesk by providing effective coaching, recruiting, and performance evaluation to team members. Identify, develop, and mentor key employees on career paths within overall Technology Department.
- Takes an active role in activities to improve the overall engagement levels within the department.
- Identify staff training requirements and recommend development opportunities to improve staff development and technical expertise that would meet the future demands of the business.
- Lead activities to improve knowledge management and sharing process.

Service Performing, SLA and Solutions
- Oversee Solutions repository and ensure top quality solutions are available to the employees. Develop an effective and workable framework for managing and improving Technology Customer support in the organization. Advise management on situations that may require additional client support or escalation.
- Lead Helpdesk Support function to ensure that agreed service levels (SLAs) are met. Facilitate the implementation and maintenance of global helpdesk processes and policies. Do this to ensure internal customer expectations are met or exceeded, and employee uptime is maximized.

Philippines Helpdesk Strategy & Global Helpdesk Center of Excellence
- Monitor data and reports of KPIs, trends, and others regularly. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization.
- Drive Ticket Deep Dive and develop strategies for continuous improvement. Work to make Helpdesk Service the single source of truth and service delivery channel for Technology division.
- Facilitates Manila Helpdesk’s role, as the center of excellence to coordinate, and share best practices, policies and procedures be adapted to the unique needs of the global locations.
Project Management
- Identify, assign owners, oversee, and escalate projects meant to improve helpdesk efficiency and effectiveness. Liaise with internal Re Source Pro managers, team-leaders, and interact with internal and external customers to ensure that their needs are met.

JOB QUALIFICATION

Minimum 10 years IT related experience
6 years customer service or Helpdesk experience preferred.
4 years technical experience preferred
At least 4 years’ experience leading Helpdesk team
(3+ IT project involvement or solution management and participated in new office buildout projects can be an add-on)
Strong experience in both software & hardware systems as well as effective people management skills
Excellent to communicate ideas using English verbally and written (English Level Oral & Written Level 2)
Consistent project Management Experience for multiple greater than 8 month cross-functional projects
Great Problem-solving skills and customer-oriented

ACTIVE DATES
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