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