Helpdesk Team Lead

This is a remote position.

• 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.
  

• Bachelor’s degree in technology or a related field (preferred).
  

• 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).
  

• 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.
  

• ITIL certification (preferred).
  

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

Benefits

• Full Philippine Statutory Benefits
  
• 13th Month Pay
  
• De Minimis Allowance
  
• Night Shift Differential Pay
  
• Paid Time Off (PTO)
  
• Health Insurance
  
• Life Insurance (maximum of PHP 3M coverage)
  
• Company-Provided Equipment