Helpdesk Team Lead
ncr · Cebu City
Job description
About the role
The Helpdesk Team Lead will manage a high‑volume support team, acting as the primary interface for internal and external customers. This role focuses on call/incident management, escalation handling, and ensuring service level agreements are met.
Key responsibilities
- Lead support teams to achieve SLA targets and conduct regular audits of performance metrics.
- Assist the Supervisor with supervisory duties and oversee new agent onboarding, training, and ongoing coaching.
- Maintain and improve knowledge bases, documentation, and data integrity in systems such as ServiceNow (SNOW), OKM, and SharePoint.
- Participate in management meetings, special projects, and continuous‑improvement initiatives to enhance processes, tools, and systems.
Required profile
- Excellent communication, relationship‑building, and listening skills with a strong sense of urgency.
- Organizational, problem‑solving and analytical abilities.
- Proficiency in Excel and PowerPoint.
Required skills
- Technical knowledge of ServiceNow (SNOW) and SharePoint.
- Experience with knowledge‑base creation and documentation management.
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Published 15 hours ago
Expires 1 month from now
9 views · 0 interested
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ncr
Cebu City