Deskripsi Pekerjaan
Are you a seasoned IT support professional with strong leadership skills? NCR Commerce Philippines Inc. is seeking a dedicated Helpdesk Supervisor to join our growing team in Cebu. In this key role, you will lead and inspire a team of support leaders and agents, ensuring that all service level agreements (SLAs) are consistently met or exceeded. You will be responsible for overseeing daily operations, driving continuous improvement, and implementing best-in-class support processes.
As a Helpdesk Supervisor, you will act as a bridge between our support teams and upper management, fostering a culture of accountability and excellence. Your expertise will help shape our support strategies, optimize workflows, and enhance overall customer satisfaction. This is an excellent opportunity to make a significant impact within a dynamic, global organization.
We are looking for a proactive leader who thrives in a fast-paced environment and is passionate about delivering top-tier technical support. If you have a solid background in helpdesk management and a commitment to service excellence, we encourage you to apply.
Tanggung Jawab
- Lead, mentor, and supervise the helpdesk team leaders and support agents to ensure high performance and engagement.
- Monitor and manage adherence to SLAs, implementing corrective actions as needed to maintain service quality.
- Coordinate with IT and business units to resolve complex technical issues and improve support processes.
- Develop, document, and enforce helpdesk policies, procedures, and best practices.
- Conduct regular performance reviews, coaching sessions, and training to enhance team skills and efficiency.
- Prepare and present detailed reports on team metrics, incidents, and trends to management.
- Oversee staffing schedules and resource allocation to ensure optimal coverage and response times.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 3–5 years of experience in a helpdesk or technical support environment, with a minimum of 1 year in a supervisory role.
- Strong working knowledge of ITIL framework and SLA management principles.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to manage multiple priorities, make decisions under pressure, and drive team performance.
- Proficiency with helpdesk ticketing systems, remote support tools, and Microsoft Office Suite.
- Relevant certifications (e.g., ITIL Foundation, HDI, CompTIA A+) are highly desirable.