IT Helpdesk Team Lead

ABOUT US 

BSA Solutions offers talent outsourcing services to small and medium-sized businesses. We provide access to highly skilled professionals, enabling global businesses to build their dream teams in the Philippines and Malaysia. Our vision is to create a community of successful companies where talented individuals can meet and collaborate. We encourage our talents to push their limits, embrace their potential, and passionately pursue greatness. We pride ourselves on delivering exceptional results to our clients through our personalized service and our in-depth knowledge of the markets we serve. 

HEADLINE 

Are you an experienced tech enthusiast with a passion for managing and training a future team of IT Helpdesk professionals in Level 1, 2, and 3? Do you have experience establishing processes and policies to optimise helpdesk support operations? If yes, we have an exciting opportunity for you to join our valued client, a business service industry company based in Queensland, Australia. 

We are seeking an IT HELPDESK TEAM LEAD to be responsible for establishing and leading a team of talented IT professionals, ensuring the delivery of exceptional IT support services to an Australian company. 

This is a full-time role, Monday to Friday, Dayshift. 

This is an Office-Based position in central Cebu City. 

The expected start date is February 2024. 

ABOUT THE ROLE 

We are seeking a highly skilled and motivated IT Helpdesk Team Lead to pioneer our IT team in Cebu, Philippines, on behalf of a leading Australian company. As the Team Lead, you will be responsible for establishing and managing the offshore IT support operations, leading a team, and ensuring the delivery of exceptional IT support services. In the first six months, you will have the opportunity to showcase your leadership capabilities, assist in the hiring and building of a new team, and utilise your proven experience in establishing processes and policies to set up and enhance our helpdesk support operations. This is a leadership role that requires strong supervisory skills, a deep understanding of IT support processes and the ability to drive success in a dynamic and multicultural work environment. 

RESPONSIBILITIES 

LEADERSHIP AND TEAM MANAGEMENT 

• Lead and inspire a team of IT professionals, fostering a positive and collaborative work environment. 

• Set clear goals and objectives for the team, monitor performance, and provide regular feedback and coaching. 

• Promote a culture of continuous learning and professional development within the team. 

• Manage scheduling, workload distribution, and resource allocation to ensure efficient operations. 

• Foster effective communication and collaboration between the offshore team in Cebu and the Australian counterparts. 

OFFSHORE IT SUPPORT OPERATIONS 

• Develop and implement IT support processes and procedures to ensure timely and effective resolution of technical issues. 

• Oversee the handling of IT support tickets, ensuring adherence to service level agreements (SLAs) and customer satisfaction targets. 

• Monitor and analyze performance metrics and key performance indicators (KPIs) to identify areas for improvement and implement corrective actions. 

• Collaborate with the Australian counterparts to align processes, share best practices, and ensure seamless service delivery. 

CUSTOMER SERVICE AND RELATIONSHIP MANAGEMENT 

• Ensure high levels of customer satisfaction by delivering excellent IT support services and solutions. 

• Serve as a point of escalation for complex technical issues and customer concerns, providing timely resolution and maintaining strong client relationships. 

• Develop and nurture relationships with key stakeholders, both internally and externally, to understand their IT support needs and align services accordingly. 

• Regularly communicate with clients to gather feedback, address any issues, and identify opportunities for service enhancement. 

CONTINUOUS IMPROVEMENT AND INNOVATION 

• Stay up-to-date with industry trends, emerging technologies, and best practices in IT support. 

• Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and quality of IT support services. 

• Identify opportunities for innovation and automation to streamline processes and improve productivity. 

• Encourage a culture of innovation within the team, fostering creativity and the exploration of new solutions. 

• Bachelor's degree in Computer Science, Information Technology, or a related field.  
• Minimum of at least ten (10) years of experience in IT support, with at least three years in a leadership or supervisory role, managing IT support teams. 
• Proven track record in establishing processes, policies, and SLAs in a helpdesk or IT support environment.  
• Experience and knowledge in AutoTask, Datto RMM, Webroot, Skykick, Office 365, UniFi & Ubiquiti, Network products, 3CX Telephony and IT Glue are highly desirable. 

• Strong technical knowledge across a wide range of IT systems, including hardware, software, and networks.  
• Excellent problem-solving and decision-making skills, with the ability to prioritize tasks and manage multiple projects simultaneously.  
• Ability to assess the severity and potential consequences of different issues, make informed decisions, and communicate priorities to the team clearly.  
• Outstanding communication and interpersonal skills, with the ability to effectively collaborate with team members, stakeholders, and end-users.  
• Demonstrated ability to lead and motivate a team, fostering a positive and productive work environment. 

BSA Solutions, Inc. emphasizes in: 

• Providing you with competitive compensation and benefits that exceed market standards and the Labor Law. 
• Ensuring your health and well-being with a comprehensive and generous HMO benefits package for you and one dependent from the start date, a 24/7 employee assistance program, mental health assistance with licensed practitioners, and in-house fitness and wellness programs. 
• Encouraging you to take ownership of your choices and be accountable for your personal growth, happiness, and success. 
• Challenging your status quo, pushing your boundaries for you to embrace your potential and pursue greatness. 
• Building supportive and inclusive communities that inspire and uplift each other, fostering a sense of belonging and connection among its employees and the wider local communities. 
• Encouraging you to be authentic, be true to yourself, embrace your uniqueness, and live a fulfilling and purpose-driven life. 
• Promoting a growth mindset and a commitment to lifelong learning and encouraging you to seek knowledge, explore new experiences, and embrace challenges as opportunities for personal and professional development. 
• Encourages you to appreciate each moment and find balance in your lives, being fully present in the moment, cultivating mindfulness, and finding joy in the present. 
• Encouraging you to set clear intentions, align your actions with your values, and make conscious choices that contribute to your overall well-being and happiness. 

Join us and connect and collaborate with bright minds. Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for you, the client, and the company. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or other characteristics.