IT Helpdesk Manager

CTC BPO Inc. (FKA: CallTek Center International Inc.) is a call center and a BPO company based in Cebu, Philippines. CTC BPO Inc. is a tailor-made business processing and technical support provider for the broadband and video/TV industry, specializing in hospitality/MDU markets.

We continuously seek highly motivated, energetic, flexible, career-driven, and most importantly, people-oriented individuals. We aim to build a company with the best technical and customer service available.

We are looking for an IT Helpdesk Manager.

Company Perks and Benefits:

• Free one meal a day
• Emergency Loan and Other Financial Assistance Program
• Free 24-hour snacks and beverages
• Health Insurance
• Health Subsidy
• Interest-Based Clubs
• Retirement Plan/ Life Insurance
• Savings Plan
• Team Socialization Allowance
• Perfect Attendance Bonus
• Quarterly Perfect Attendance Bonus
• Year-End Performance Bonus Plan(Company discretion)
• And much more

Job Description:

The point person in troubleshooting IT concerns in the organization, overseeing internal IT Helpdesk operations, exhibiting expertise in providing network support knowledge while managing a team of IT Engineers.

Duties and Responsibilities:

• Define and implement processes and procedures for supporting all departments across the organization.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
• Develop and maintain Technical Support/knowledge base.
• Responsible for a team of 50 engineers.
• Manage All Help Desk Operations.
• Deliver frontline technical support for device monitoring helpdesk.
• Foster positive end-user relationships and drive customer satisfaction.
• Promote continuous improvement of Tier 3 support, network troubleshooting, and telecom delivery for all stakeholders.
• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
• Establish and implement ITIL standards.
• Analyze the business requirements of all departments to determine their technology needs.
• Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.
• Escalation and resolution of software issues to the information systems/development team.
• Escalation and resolution of third-party software/systems issues by the support team.
• Define team goals and lead staff to achieve desired results while being accountable for team performance.

Qualifications:

• Preferably with an Engineering Background.
• Must have a minimum of five (5) years experience in a managerial role in the IT-BPO industry.
  Must have excellent verbal and non-verbal English communication skills.
• Must exhibit high emotional intelligence and maturity.
• Must be willing to work on a night shift schedule.
• Must be willing to work on weekends and on holidays
• Must be willing to work on-site.
• Must be a graduate of an engineering degree