IT Helpdesk Manager

Our client is a BPO company focused on providing business solutions to insurance companies with strategic consulting, technological services, and back-office support.

JOB DESCRIPTION

Lead the Manila Helpdesk team to resolve end-user technology support issues and its root cause reduce the security risk caused by the computer vulnerabilities. Oversee and continuously improve all end-user technical support services to ensure high quality customer service, high employee availability, meet SLAs, and direct the Manila Helpdesk to serve as the company’s helpdesk Center of Excellence, be accountable for global helpdesk policies and processes.

• Operations Management
  • Oversee IT requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Be accountable to for Ticket queue (participating in escalated calls as needed), and act as escalation point for needed requests and incidents. Ensure root cause of issues are re...