2,547 Helpdesk Lead jobs in the Philippines

Position Description:

The Lead Consultant – Operations Team Lead is responsible for managing the performance and productivity of the service desk team, overseeing incident resolution, maintaining service levels, and ensuring a high standard of customer satisfaction. They lead by example, providing guidance, support, and coaching to team members to optimize performance and achieve service goals. The role may be shared across engagements with similar project and skills requirements.

Your future duties and responsibilities:

Your future duties and responsibilities

Team Management

o Lead, coach, and mentor service desk agents to drive high performance, productivity, and morale.

o Assign tasks, manage workload distribution, and schedule resources to ensure timely response to requests.

o Conduct performance reviews, provide constructive feedback, and identify training and development needs.

o Set clear goals and expectations, ensuring alignment with organizational objectives.

Operations Management

o Oversee daily service desk operations, including incident management, request fulfillment, and problem resolution.

o Ensure compliance with established processes, procedures, and SLAs.

o Coordinate with technical teams to resolve incidents, prioritize tasks, and escalate when necessary.

o Monitor incident trends, identify root causes, and implement preventive measures.

Quality Assurance

o Implement quality standards and processes to ensure consistent delivery of high-quality support.

o Provide coaching, training, and feedback to enhance technical and customer service skills.

Resource Management

o Manage and optimize the use of service desk tools, documentation, and resources.

o Maximize productivity while meeting service levels and adhering to budgetary constraints.

Customer Relationship Management

o Build and maintain strong relationships with internal and external customers.

o Handle escalations and concerns with professionalism and empathy, striving to exceed expectations.

Continuous Improvement

o Identify and implement process improvements, automation, and innovation opportunities.

o Collaborate with stakeholders to adopt best practices, tools, and technologies.

Reporting and Analysis

o Prepare and present regular reports on key performance metrics (e.g., incident volume, resolution times, customer satisfaction).

o Analyze data trends to recommend actions that improve service levels and operational efficiency.

Professional Development

o Engage in ongoing professional learning (conferences, workshops, certifications) to stay current with industry trends and enhance leadership and technical skills.

Additional Responsibilities

o Partner with management, colleagues, and clients to ensure service requests are resolved satisfactorily.

o Follow escalation procedures and maintain attendance as scheduled.

o Assist peers with non-complex incidents or service requests as needed.

o Adhere to leave notification policies (e.g., vacation, sick leave).

o Submit required service delivery reports and address quality deficiencies promptly.

o Provide feedback to management on potential issues and opportunities for process improvement.

o Attend all scheduled meetings.

Required qualifications to be successful in this role:

Required qualifications to be successful in this role

• Education

o At least a Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelor's/College Degree in any field.

• Knowledge and Skills

• Leadership Skills

o Ability to inspire and motivate team members to achieve goals and meet SLAs.

o Strong decision-making skills to resolve issues promptly, even under pressure.

o Capacity to provide direction while fostering a positive, collaborative work environment.

o Skill in delegating tasks effectively and empowering team members with ownership.

• Communication Skills

o Excellent verbal and written communication for interaction with team members, management, and stakeholders.

o Ability to convey information clearly in meetings, emails, and one-on-one discussions.

o Active listening skills to understand and address team concerns.

o Proficiency in delivering constructive and positive feedback.

• Technical Knowledge

o Proficiency in service desk software, ticketing systems, and other operational tools.

o Understanding of ITIL framework and its application in service desk management.

o Familiarity with troubleshooting techniques and common technical issues.

o Ability to stay updated on emerging technologies and best practices.

• Problem-Solving Skills

o Capacity to analyze operational data to identify improvement opportunities.

o Ability to troubleshoot operational issues and implement effective solutions.

o Proactive in anticipating challenges and developing contingency plans.

• Team Management Skills

o Experience in recruiting, training, and developing high-performing teams.

o Knowledge of performance management principles (goal-setting, evaluations, feedback).

o Ability to foster teamwork and collaboration to achieve shared objectives.

o Conflict resolution and mediation skills to maintain team harmony.

• Customer Focus

o Strong commitment to delivering excellent customer service.

o Ability to instill a customer-centric mindset within the team.

o Skilled in handling escalated customer concerns with professionalism.

• Continuous Improvement

o Openness to feedback from team members, stakeholders, and customers.

o Experience leading process improvement initiatives.

o Commitment to continuous learning and professional development.

• Experience

o Previous IT Support / IT Service Desk / Technical Support Representative experience.

o At least 2 years in a Supervisory or Leadership capacity within a service desk or technical support role.

• Others

o Willing to work in a shifting schedule (night shift, weekends, holidays, 24/7 support).

o Willing to work 100% onsite as needed.

o Willing to work in OWS McKinley, Taguig or Alpha Ortigas site.

Skills:

• Amazon Simple Email Service
• Customer Service & Support
• Leadership
• ServiceNow

What you can expect from us:

Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.

Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

About the role

Actionlabs is seeking a Helpdesk Team Lead to join our dynamic IT support team. As the Helpdesk Team Lead, you will play a pivotal role in ensuring the smooth operation and efficient delivery of IT services to our valued clients. This is a full-time, on-site position located in Cubao, Quezon City, Metro Manila.

What you'll be doing

1. Oversee and coordinate the daily operations of the helpdesk team, managing workloads and prioritising tasks effectively
2. Provide technical support and guidance to the helpdesk team, ensuring they have the necessary skills and resources to resolve client issues promptly
3. Develop and implement process improvements to enhance the efficiency and quality of the IT support services
4. Liaise with clients to understand their needs and address their concerns, maintaining excellent customer service standards
5. Monitor and report on team performance, identifying areas for improvement and implementing training initiatives as needed
6. Collaborate with other IT teams and stakeholders to ensure a seamless and coordinated approach to service delivery

What we're looking for

1. Minimum of 5 years of experience in a helpdesk or IT support role, with at least 2 years in a team lead or supervisory position
2. Strong technical knowledge and problem-solving skills, with the ability to quickly diagnose and resolve a wide range of IT-related issues
3. Excellent communication and interpersonal skills, with the ability to build effective relationships with clients and colleagues
4. Demonstrated experience in managing and motivating a team, including performance monitoring and coaching
5. Familiarity with common IT support tools, software, and ticketing systems
6. A relevant bachelor's degree in Information Technology, Computer Science or a related field

What we offer

At Actionlabs, we are committed to providing a rewarding and supportive work environment for our employees. In addition to a competitive salary, we offer a range of benefits, including:

1. Comprehensive health insurance coverage
2. Opportunities for career advancement and professional development
3. Flexible work arrangements and a healthy work-life balance
4. Team-building activities and a vibrant company culture
5. A dynamic and collaborative work environment

If you're ready to join a leading IT services provider and make a positive impact in our organization, we encourage you to apply now.

• Responsible for ensuring the smooth day-to-day operation of assigned accounts and leading the team in support of client engagements.
• Oversee daily operations of accounts to ensure efficiency and accuracy.
• Lead and support the team in delivering client requirements.

Job Type: Fixed term

Education:

• Bachelor's (Preferred)

Location:

• Quezon City (Preferred)

Work Location: In person

Category: Business Consulting, Strategy and Digital Transformation

Main location: Philippines, Pasig

Position ID: J

Employment Type: Full Time

The Lead Consultant – Operations Team Lead is responsible for managing the performance and productivity of the service desk team, overseeing incident resolution, maintaining service levels, and ensuring a high standard of customer satisfaction. They lead by example, providing guidance, support, and coaching to team members to optimize performance and achieve service goals. The role may be shared across engagements with similar project and skills requirements.

These Terms of Reference apply for the role of Lead Consultant – Operations Team Lead.

Your main responsibilities as Lead Consultant – Operations Team Lead are, but not limited to, the following:

Team Management:

• Lead, coach, and mentor service desk agents to ensure high performance, productivity, and morale.
• Assign tasks, monitor workload distribution, and manage scheduling to ensure adequate coverage and timely response to service requests.
• Conduct performance evaluations, provide constructive feedback, and identify opportunities for training and development.
• Set clear expectations, goals, and objectives for team members and provide ongoing support and guidance to ensure alignment with organizational objectives.

Operations Management:

• Oversee day-to-day operations of the service desk, including incident management, service request fulfillment, and problem resolution.
• Ensure adherence to established processes, procedures, and service level agreements (SLAs) to maintain high standards of service delivery and customer satisfaction.
• Lead the resolution of incidents and problems by coordinating with technical teams, prioritizing tasks, and escalating issues as needed to ensure timely resolution and minimal impact on operations.
• Analyze incident trends, root causes, and recurring issues to identify opportunities for improvement and implement preventive measures.

Quality Assurance:

• Implement and enforce quality assurance processes to maintain service desk standards and ensure consistent delivery of high-quality support.
• Provide feedback, coaching, and training to team members to enhance technical skills, customer service skills, and overall performance.

Resource Management:

• Manage service desk resources effectively, including technology tools, knowledge bases, and documentation, to support efficient service delivery and troubleshooting.
• Monitor and optimize the use of service desk resources to minimize downtime, maximize productivity, and meet service level targets within budgetary constraints.

Customer Relationship Management:

• Foster positive relationships with internal and external customers by delivering responsive, empathetic, and professional support.
• Address customer concerns, complaints, and escalations in a timely and satisfactory manner, striving to exceed expectations and build trust and loyalty.

Continuous Improvement:

• Identify opportunities for process improvements, automation, and innovation to enhance service delivery, increase efficiency, and optimize operational performance.
• Collaborate with stakeholders to implement best practices, tools, and technologies that improve service desk operations and support organizational goals.

Reporting and Analysis:

• Generate regular reports on service desk performance metrics, including incident volume, response times, resolution rates, and customer satisfaction scores etc.
• Analyze data trends, identify patterns, and recommend action plans to address issues, improve service levels, and drive continuous improvement.

Professional Development:

• Engaging in continuous learning and professional development activities to enhance teaching skills, broaden technical knowledge, and stay abreast of changes in the field. This might include attending conferences, workshops, or pursuing certifications relevant to technical training.

These are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal duties from time to time, as necessary.

Other responsibilities include:

• To work in partnership with local management, colleagues, and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Follow agreed escalation procedures.
• To come in on time and on scheduled shift and breaks assigned by people manager.
• Assists other co-members in processing non-complex incidents or service requests as necessary assigned by the Service desk management team or Service Desk Manager.
• Advise people manager of planned/unplanned leaves as below or depending on the engagement's policies.: Vacation leave – at least 2 weeks in advance of planned leave date. Sick leave - at least four (2) hours prior to the start of the shift. A member, when using sick leave, must notify his team lead (or next higher-ranked manager) via a via mobile phone call within the prescribed lead time.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.
• Ensure feedback is given to people manager if potential issues are detected.
• Ensure feedback is given to the people manager if process improvement measures can be implemented.
• Ensure attendance at planned meetings.

Education

• At least a vocational Diploma, Short Course Certificate Undergraduate, or Bachelor's/College Degree in any field.

Knowledge and Skills

1. Leadership Skills

2. Ability to inspire and motivate team members to achieve their goals and meet service level agreements (SLAs).

3. Strong decision-making skills to resolve issues promptly and make judgments in high-pressure situations.
4. Capacity to provide direction and guidance to team members while fostering a positive and collaborative work environment.

5. Skill in delegating tasks effectively and empowering team members to take ownership of their responsibilities.

6. Communication Skills

7. Excellent verbal and written communication skills to interact with team members, upper management, and other stakeholders.

8. Ability to convey information clearly and concisely, whether in team meetings, email communications, or one-on-one discussions.
9. Active listening skills to understand the needs and concerns of team members and address them appropriately.

10. Skill in delivering feedback, both positive and constructive, to help team members improve their performance.

11. Technical Knowledge

12. Proficiency in using service desk software, ticketing systems, and other relevant tools to monitor and manage service desk operations.

13. Understanding of ITIL (Information Technology Infrastructure Library) framework and its application in service desk management.
14. Familiarity with common technical issues and troubleshooting techniques to assist team members in resolving complex problems.

15. Ability to stay updated on emerging technologies and best practices in service desk management.

16. Problem-Solving Skills

17. Capacity to analyze operational data and identify areas for improvement in service delivery and efficiency.

18. Skill in troubleshooting operational issues and implementing solutions to address them.

19. Ability to anticipate potential challenges and proactively implement contingency plans to mitigate risks.

20. Team Management Skills

21. Experience in recruiting, training, and developing team members to build a high-performing service desk team.

22. Knowledge of performance management principles and techniques to set goals, provide regular feedback, and conduct performance evaluations.
23. Ability to foster teamwork and collaboration among team members to achieve common goals.

24. Skill in conflict resolution and mediation to address interpersonal conflicts and maintain a harmonious work environment.

25. Customer Focus

26. Commitment to delivering excellent customer service and ensuring that customer needs are met or exceeded.

27. Ability to instill a customer-centric mindset in team members and emphasize the importance of customer satisfaction.

28. Skill in handling escalated customer issues and resolving them in a timely and satisfactory manner.

29. Continuous Improvement

30. Willingness to seek feedback from team members, stakeholders, and customers to identify opportunities for process improvement.

31. Capacity to lead process improvement initiatives and implement changes to enhance service desk efficiency and effectiveness.
32. Commitment to ongoing learning and professional development to stay updated on industry trends and best practices.

Experience

• Previous IT support / IT Service Desk Experience / Technical Support Representative.
• Proven experience in a service desk or technical support role, with at least 2 years in a Supervisory or Leadership capacity.

Others

• Willing to work in a shifting schedule (ex. Night shift, weekend shift, holidays, 24/7 Support)
• Willing to work 100% onsite when needed.
• Willing to work in OWS Mckinely Taguig or Alpha Ortigas Site.

• Amazon Simple Email Service
• Customer Service & Support
• Leadership
• ServiceNow

Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.

Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

SUMMARY

The
Help Desk Team Lead
is a servant leader responsible for coaching, mentoring, and supporting the growth of their engineering team. This role combines people leadership and technical expertise to ensure consistent and high-quality IT support services. The Team Lead supervises front-line IT operations, maintains SLA performance, and drives improvements in service delivery metrics such as First Call Resolution (FCR) and Customer Satisfaction (CSAT).

JOB RESPONSIBILITIES

• Coach and develop team members through regular one-on-ones, career planning, and performance feedback.
• Act as a point of escalation for complex technical issues and dissatisfied clients.
• Support the recruitment, onboarding, and performance management of team members.
• Lead by example, maintaining high standards of client communication and technical execution.
• Monitor ticket queues, ensuring timely responses and resolutions according to SLAs.
• Optimize team performance by tracking KPIs like CSAT, SLA adherence, FCR, and ticket backlog.
• Provide technical mentorship and training to engineers on tools, platforms, and best practices.
• Collaborate with leadership to align team capabilities with organizational goals and client needs.
• Drive improvements in internal processes and documentation, promoting knowledge sharing.
• Provide support during peak demand by taking calls and responding to urgent tickets as needed.
• Review and approve team timesheets and expense reports in line with accounting standards.
• Contribute to project delivery by offering technical oversight and guidance to project teams.
• Maintain effective communication with the Service Manager regarding resourcing needs and team performance.

QUALIFICATIONS

• Education
• Bachelor's degree in technology or a related field (preferred).
• Experience
• 5–7 years of experience in Microsoft Windows environments (required).
• 5–7 years of experience in an MSP setting (preferred).
• 2–5 years of hands-on experience in a contact center (required).
• Knowledge, Skills, and Abilities
• Strong working knowledge of Windows Server 2012/2016/2019, Active Directory, and Exchange.
• Proficiency with backup technologies, DNS, email systems, and network troubleshooting.
• Strong organizational and multitasking skills; ability to prioritize in a fast-paced environment.
• Effective communication, problem-solving, and customer service skills.
• Proven ability to lead and develop high-performing technical teams.
• Professional demeanor with clients, vendors, and internal teams.
• Passion for continuous learning and teaching of new technologies and best practices.
• Ability to maintain composure and a positive attitude during high-pressure situations.
• Certifications
• ITIL certification (preferred).

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.

As the Helpdesk Team Lead at Octal Philippines Inc., you will oversee the daily operations of the helpdesk team, ensuring that user support requests are handled efficiently and effectively. Your role will involve managing the team's performance, providing guidance and support to team members, and fostering a positive work environment.

In this position, you will be responsible for:

Key Responsibilities:

• · Account Management:
• · Oversee daily operations of accounts to ensure efficiency and accuracy.
• · Monitor and maintain performance standards across all account activities.
• · Team Leadership:
• · Lead and support the team in delivering client requirements.
• · Ensure alignment with service level agreements and client expectations.
• · Customer Service & Performance Monitoring:
• · Prioritize meeting all customer expectations.
• · Track and analyze performance indexes including:
• · Incoming calls
• · Outgoing calls
• · Open aged calls
• · Reporting:
• · Prepare and submit reports on account performance:
• · Daily
• · Weekly
• · Monthly

• · Graduate of any 4 year   IT or any relevant course
• · With excellent English communication skills (verbal and written)
• · With at least 3 to 5 years experience as Helpdesk
• · With at least 3 years experience handling a team
• · With strong customer service skills
• · Willing to work in a shifting schedule
• · With a POSITIVE WORK ATTITUDE

Duties and Responsibilities:

The individual in this role is responsible for ensuring the smooth day-to-day operation of assigned accounts and leading the team in support of client engagements.

Key Responsibilities:

Account Management:

Oversee daily operations of accounts to ensure efficiency and accuracy.

Monitor and maintain performance standards across all account activities.

Team Leadership:

Lead and support the team in delivering client requirements.

Ensure alignment with service level agreements and client expectations.

Customer Service & Performance Monitoring:

Prioritize meeting all customer expectations.

Track and analyze performance indexes including:

Incoming calls

Outgoing calls

Open aged calls

Reporting:

Prepare and submit reports on account performance:

Daily

Weekly

Monthly

The Infrastructure Senior Technology Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.

Responsibilities:

• Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services
• Drive Root Cause Analysis (RCA) post restoration of service
• Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
• Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary
• Provide technical/strategic direction and act as advisor/coach to lower level analysts
• Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
• Responsible for overall operating system applications
• Contribute to technical direction and strategic decisions
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 5-8 years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
• Ability to communicate technical concepts to non-technical audience
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline
• Experience in a Financial Services or large complex and/or global environment preferred
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills

Education:

• Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Family Group:
Technology

Job Family:
Infrastructure

Time Type:
Full time

Most Relevant Skills
Please see the requirements listed above.

Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review
Accessibility at Citi.
View Citi's EEO Policy Statement and the Know Your Rights poster.

Pay: ₱30, ₱50,000.00 per month

Job description:

Job description

• Bachelors degree in IT, CS, or any Computer related courses only
• 3 years of experience as Technical / Helpdesk /
• 3 years of experience in CITRIX/ CLOUD
• Experience in handling Infrastructure (network & servers) and Application (system, application and cloud) issues
• Follow ITIL Practices (Incident & Problem Management and Change management)
• Uses ticketing system (Jira, ServiceNow, Zendesk, etc.)
• Bonus: Production Environment experience
• Bonus: Experience in Observability and Monitoring Tools: Dynatrace, AppDynamics, New Relic, Splunk
• Bonus: Knowledgeable in Agile / Scrum

Job Type: Full-time

Pay: Php40, Php50,000.00 per month

Experience:

• Service Desk: 3 years (Preferred)

Work Location: In person