• Manager, IT

    Location PH-Fort Bonifacio, Taguig
    Job ID
    # Positions
    Category (Candidate Search)
    Information Technology
    Position Type
    Business Group
  • Overview

    The Regional Help Desk Team Lead is responsible for providing a quality customer experience to all SolarWinds end users.  The role is responsible for T1-3 Help Desk support.  Support includes remote Help Desk, Deskside assistance and advanced application troubleshooting.  Additionally, a strong working knowledge of SharePoint administration is desired.


    Primary Responsibilities

    Manage a team of Help Desk agents to productivity and quality measures
    Develop career plans for Help Desk team
    Conduct regular 1x1’s with team
    Host weekly team meetings
    Ensure delivery model is executed in alignment with global standards
    Interact with local business leaders to ensure service satisfaction
    Innovate and implement new projects quarterly
    As necessary, provide support to end users
    Act as a mentor on technical issues
    Act as an advocate for end user service issues \ performance
    Handles, through to resolution, all escalated customer service problems
    Demonstrate leadership qualities by effectively communicating job expectations, monitoring performance, motivating team members, and performing any coaching, training, or clarifications
    Monitor and ensure all quality issues, customer complaints, and training items are acknowledged and understood by group
    Assist team with questions on all accounts by walking them through the documentation and ensuring a complete understanding of the resolution
    Responsible for ensuring staff has the appropriate level of formal or on-the-job training to effectively perform the duties and responsibilities of their job
    Coaches staff to improve business factor and ensure such interactions are documented in the approved location



    Secondary Responsibilities

    Provide either or both of the following – experience in administering SharePoint or Tableau
    Desired SharePoint skills:  ability to administer site rights, create content, setup web parts, establish forms (via Flow or similar) and setting up multiple data sheet views
    Desired Tableau skills:  ability to configure report, ability to set data attributes for data sets feeding Tableau, ability to visualize data in a meaningful way


    Associates/Bachelor’s Degree in Business Management or 4+ years leading a Help Desk organization
    ITIL Foundation required, ITIL Intermediate desired
    SharePoint or Tableau administration is desired but not required
    Strong data \ process background
    Excellent verbal, written, and interpersonal skills
    Ability to prioritize and organize effectively
    Ability to work in a dynamic environment with multiple projects \ priorities
    Ability to work both independently and with others in a matrixed environment
    Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines

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