About BSA Solutions

BSA Solutions provides talent outsourcing services to small and medium-sized businesses. We offer global businesses access to highly skilled professionals from the Philippines and Malaysia, enabling global businesses to build their offshore dream teams. Our vision is to be where the best minds meet to build a community of successful companies. We help talents chart their professional careers and allow our clients to focus on strategic and high-level tasks while we care for their talent management needs. We pride ourselves on delivering exceptional results through our personalised services and our in-depth knowledge of the markets we serve. With BSA Solutions, you can be assured of a reliable and efficient partner in building your career.

Headline

Are you an experienced IT professional with a passion for leading and managing teams? Are you skilled in establishing processes and policies to optimize helpdesk support operations? If so, we have an exciting opportunity for you! 

This is a full-time, permanent position Monday to Friday from 6.00 AM – 3.00 PM. 

Office-based position in central Cebu City. 

To start in early January 2024. 

• Grab the opportunity you need to do your best work, working in a dynamic environment. 
• Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for our clients. 
• Grow and develop your career with us through our technical and professional development programs. 
• Join us and connect and collaborate with the best and brightest talents, building a community of successful companies. 
• Competitive Salary Package + generous benefits + personalized learning and development. 

About the Role

We are seeking a highly motivated and skilled individual to join our team as an IT Helpdesk Team Lead. In this role, you will have the opportunity to showcase your leadership capabilities, leverage your seniority in managing a team, and utilize your proven experience in establishing processes and policies to set up and enhance our helpdesk support operations.

Responsibilities

• Lead and manage a team of IT helpdesk professionals, providing guidance, training, and mentorship to ensure exceptional customer service and technical support. 
• Establish and enforce helpdesk processes and policies, ensuring efficient and effective resolution of user issues and requests. 

• Develop and maintain service level agreements (SLAs) to ensure timely response and resolution times. 
• Collaborate with cross-functional teams to identify opportunities for process improvement and implement best practices. 
• Monitor helpdesk performance metrics, analyze trends, and provide regular reports to management. 
• Foster a positive and collaborative work environment, promoting teamwork and professional growth within the team. 
• Stay updated with the latest industry trends and technologies to enhance the quality of helpdesk support services.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field. 
• Minimum of at least ten years of experience in IT support, with at least three years in a leadership or supervisory role. 
• Proven track record in establishing processes, policies, and SLAs in a helpdesk or IT support environment. 
• 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.