Supervisor, Service Desk Support | Davao  

Expert Global Solutions (EGS) an Alorica company, is a global customer service organization, serving the world’s leading companies and best-known brands. With more than 40,000 employees in locations around the world, our people deliver extraordinary service – via phone, email and chat, every day. Embracing a diverse workforce with a shared commitment to deliver outstanding customer service, EGS offers significant opportunity to build a rewarding career, in a dynamic and customer-oriented environment.

Summary

Interfaces with the internal customers to identify business requirements. Leads the team to ensure performance goals are met through technical guidance, coaching and people-care support. Partners with other IT service lines in creating solutions for internal customers. Works cross-functionally to ensure work timelines/deadlines are met and output quality consistently meets defined requirements and aligned to overall Service Desk goals.

Essential Duties & Responsibilities

• Interfaces with internal departments to discover, examine, identify, quantify and qualify their business needs. Coordinates with Manager to develop and implement project and conversion plans. Plans and controls systems projects as part of the development team. Prepares data and process models. Performs quality reviews of testing.
• Directly supervises IT staff. Responsibilities include interviewing and training employees; planning, assigning, and directing work; approving time sheets; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• May resolve escalated issues and close out resolved service tickets.
• May work with staff to set project priorities, requirements and resource allocation.
• Works with team(s) to ensure deadlines are met and output quality consistently meets predetermined team and department goals.
• Promotes process improvement steps within team (tracks, sets measures, analyzes, and outlines implementation plans).
• Communicates to other IT departments' and functional groups' management on status, issues, and problems.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.

Education:

Bachelor’s Degree in Computer Science or related fields or equivalent in relevant work experience.

Experience:

2 years of previous IT/related supervision experience required. 4+ years of previous IT/related supervision experience preferred.

Knowledge, Skills, Abilities & Other Characteristics:

• Excellent computer skills including desktop computing systems hardware, software (experience preferred in Windows Operating Systems, Microsoft Office Suite, VPN, Visio, Windows NT networks using TCP/IP) and Cat5 cabling procedures and protocol preferred.
• Excellent interpersonal, written, and oral communication skills.
• Microsoft Certified Professional (MCP), Cisco Certification, A+ Certification, or related certifications preferred.
• Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment.
• Ability to lead, mentor, and train other IT support staff.
• Ability to work in a team fostered environment.
• Ability to work in a multi-tasked environment.
• Ability to prioritize and organize work.
• Ability to adapt to a flexible schedule.

Position Scope

• Manages onshore Service Desk teams and must understand applicable local HR/Labor policies
• Relationships:
• Internal – Executives, Sr. Management, Department Managers and Supervisors, Network End Users. Limited interface to Global Operations.
• External – Internet Service Providers, Vendors. No client interface.

Work Environment

• Office environment.
• Ability to lift and/or move 20 pounds with or without accommodation.
• Ability to stand for an extended period of time with or without accommodation.
• Ability to be on call 24 hours a day on a 7–day rotating schedule.