IT Supervisor (service Desk)

IT Supervisor Role At TaskUs

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What can you expect in a IT Supervisor role with TaskUs: Think of yourself as someone who will work hand and hand with the Global Service Desk Manager in supervising daily operations of a Global Service Desk team, helping to ensure that the team is constantly developing and improving. Not everyone can qualify for this role, we make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it's time to imagine what it's like being a Global NOC IT Supervisor.

Imagine yourself going to work with one thing on your mind: overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require and make sure tickets are addressed in a timely manner.

Key Responsibilities:

• Monitor a team of Global Service Desk and supervise in ensuring that they are providing the first level of support, resolve incidents/service requests when first contacted whenever possible and escalate requests that cannot be resolved to appropriate support functions following agreed timescales.
• Monitor and manage phone, email, chat and ticket queue (participating in escalated calls as needed).
• Maintain excellent communication with all end users and other members of the technology department.
• Mentoring the Global Service Desk for improvement and adaptation to any changes on the process and environment.
• Assist with incident management (as Junior IMs), focused on establishing immediate communication between Incident Manager and end users and gathering relevant details.
• Aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.
• A range of administration duties within this role.
• Coverage includes the International sites as well as remote users at other offices.
• Other duties may be added depending on the need of the business.

Required Qualifications:

• Minimum of 1 year supervisorial experience with IT teams.
• An ITIL qualification and MCP certification are also preferable but not required.
• Incident Management experience is also preferable but not required.
• Extremely organized and have an excellent ability to communicate and problem solve.
• Excellent verbal, written, and presentation skills with a fluency in the English language to effectively translate and communicate complex technical information to all levels of internal and external organizations.
• Works well with people and is always ready to help colleagues and support functions in any situation in a professional manner. You must be able to express empathy and help staff to work through high-stress situations in a professional manner.
• A "Can do" attitude, is Customer-oriented and cool-tempered is required.
• Being a self-motivated achiever who gains satisfaction from providing excellent customer service is also desirable.
• Data-driven decision-making skills. You must be able to astute customers of operational data and skilled in using data to make informed decisions.
• Strong problem-solving skills, critical thinking, excellent analytical ability.
• Skilled in utilizing ITSM ticketing systems and Network Management Tools.
• Confident and goal oriented attitude with an ability to set and meet short and long-term objectives.
• Ability to work in a fast paced environment with dynamic priority evolution.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures, and plans with well-reasoned decisions and minimal supervision.
• Ability to clearly communicate technical concepts to non-technical people.
• Someone who can work under pressure to meet deadlines, can adapt to change, can work well independently and in a team environment.
• Someone who has an excellent attention to detail and someone who's amenable to working on a shifting schedule.

Education / Certifications:

• Bachelor's Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course.

Work Location / Work Schedule / Travel:

• Onsite at Imus, Cavite Office
• Rotating/Shifting Schedule

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities.