Job Title: Help Desk Supervisor
Work Arrangement: Hybrid (BGC, Taguig City, Nightshift)
Salary: Up to 100K
Key Responsibilities:
- Supervise daily ERP (Workday) end-user support operations, ensuring timely issue triage, troubleshooting, and resolution.
- Maintain ERP system functionality to support day-to-day business activities, escalating issues as needed per established procedures.
- Oversee user provisioning, access management, and conduct periodic audit reviews to ensure compliance.
- Coordinate with IT, functional configuration teams, and MDM teams to resolve defects, ensure integration stability, and minimize disruptions.
- Monitor support ticket volumes, SLA compliance, user trends, and recurring issues, using insights to drive process improvements or targeted training.
- Lead communication of system outages, release notes, and changes to functional stakeholders.
- Manage and update knowledge base articles, job aids, and user guides.
- Support user acceptance testing (UAT), release validation, and regression testing cycles.
- Promote continuous improvement in support service quality to reduce issue recurrence.
- Lead, coach, and develop a high-performing team of support analysts, managing daily activities and fostering career growth.
Qualifications:
- Bachelor's degree
- Minimum of 5 years of experience in ERP (Workday) end-user support or help desk operations.
- At least 2 years of experience in a supervisory or coaching role for support analysts.
Preferred:
- Experience with ERP and business systems such as OnBase, ServiceNow, BlackLine, UKG, UiPath, Adaptive Planning, Oracle, PowerBI.
- Familiarity with root-cause analysis and process improvements.
- Knowledge of user provisioning, access management, and system auditing processes.
- Experience in supporting user acceptance testing (UAT), release validation, and regression testing.
