Information Technology Help Desk Supervisor

<p><strong>Job Description: </strong></p><p><br></p><p>We are looking for an experienced <strong>IT Supervisor</strong> to lead our IT Service Desk operations. This role will be responsible for ensuring efficient service delivery, strong team performance, and consistent achievement of SLA, KPI, and customer satisfaction targets.</p><p><br></p><p>The ideal candidate is a strong people leader with solid IT Service Management knowledge and hands-on experience in enterprise IT Service Desk or Technical Support operations.</p><p><br></p><p><strong>Key Responsibilities</strong></p><p><br></p><ul><li>Supervise day-to-day IT Service Desk operations and ensure efficient delivery of technical support services.</li><li>Lead, coach, and mentor IT Service Desk professionals to drive performance, engagement, and capability development.</li><li>Monitor workload distribution, workforce scheduling, and resource utilization to ensure operational efficiency.</li><li>Manage and monitor SLA, KPI, and customer satisfaction performance, identifying gaps and implementing corrective actions as needed.</li><li>Analyze operational metrics and service trends and prepare regular management reports and performance updates.</li><li>Apply IT Service Management best practices across Incident, Problem, Change, Knowledge, and Request Management processes.</li><li>Handle escalated and complex technical issues by coordinating with Infrastructure, Cybersecurity, Application Support, vendors, and relevant business units.</li><li>Drive continuous improvement initiatives focused on process optimization, knowledge management, quality assurance, compliance, and operational governance.</li><li>Ensure adherence to enterprise IT policies, procedures, security requirements, and service management standards.</li><li>Identify opportunities to improve service quality, operational efficiency, and overall customer experience.</li></ul><p><br></p><p><strong>Qualifications</strong></p><p><br></p><ul><li>Bachelor’s degree in <strong>Information Technology, Computer Science, Computer Engineering, Information Systems</strong>, or a related technology field.</li><li><strong>3–5 years of experience</strong> in IT Service Desk or Technical Support operations.</li><li>At least <strong>1–2 years of supervisory or team leadership experience</strong>.</li><li>Strong knowledge of IT Service Management processes and enterprise IT governance standards.</li><li>Proven experience managing service desk operations and achieving <strong>SLA, KPI, and customer satisfaction targets</strong>.</li><li>Strong background in performance analysis, reporting, workforce scheduling, and operational improvement.</li><li>Demonstrated experience in coaching, mentoring, performance management, and developing technical support teams.</li><li>Working knowledge of enterprise technologies, including:</li><li>Microsoft Windows</li><li>Microsoft 365</li><li>Active Directory</li><li>Networking fundamentals</li><li>Endpoint management</li><li>Cloud collaboration platforms</li><li>Remote support technologies</li><li>Strong stakeholder management and communication skills, with the ability to collaborate across technical and business teams.</li><li>Strong analytical, problem-solving, and decision-making capabilities.</li></ul><p><br></p><p><strong>Preferred Certifications</strong></p><p><em>Certifications are an advantage but are not required.</em></p><ul><li>ITIL® 4 Foundation or ITIL® 4 Managing Professional</li><li>CompTIA Network+</li><li>Microsoft Certified: Azure Administrator Associate</li><li>HDI Support Center Manager (HDI-SCM)</li></ul><p><br></p><p><strong>What We’re Looking For</strong></p><p>We’re looking for a <strong>hands-on IT leader</strong> who can balance people leadership with operational excellence — someone who can develop a high-performing technical support team, manage service delivery effectively, and continuously improve the employee and customer IT experience.</p><p><br></p><p><strong>Location: Circuit Makati</strong></p><p><strong>Work Schedule:</strong> Nightshift</p><p><strong>Employment Type:</strong> Full-time</p>

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