Job Description

Supervisor, Desktop Support - Pioneer, Mandaluyong Supervisor, Desktop Support TTEC is seeking a Supervisor, Desktop Support to join our Site Technology Operations team. Our global IT organization of 500 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services. What you'll be doing:

• You'll be responsible for the development, mentoring, coaching, and performance of Technicians/Sr. Technicians to meet and continuously improve both TeleTech and client technology metrics and requirements.
• Supervisors, Desktop Support are the main point of contact for desktop support at the site(s).
• They recommend, coordinate, schedule, test, implement and document applications/systems upgrades in order to remain on current levels of software utilized in the supported sites.
• Supervisor, Desktop Support provides guidance, support and problem resolutions to Technicians/Sr. Technicians on more complex issues.
• Supervisor, Desktop Support hold Technicians/Sr. Technicians accountable for meeting all performance indicators/metrics using reporting tools and techniques specific to IT department.
• They oversee and execute the activities and responsibilities of their team(s).
• Coordinate team activities and special projects. Lead staff in accordance with policies and procedures of TeleTech.
• Evaluate department processes.
• Recommend and coordinate needed changes based on process analysis.

What you'll bring to us:

• Achieve 100% uptime of site technologies and systems, and 100% of issues resolved.
• Actively implement strategies and initiatives to enable the business to achieve its objectives.
• Communicate the core strategy and goals to the site technology team.
• Manage day-to-day operations, processes, and reporting.
• Deliver timely and efficient solutions to all technical requests.
• Improve the key success metrics associated with technology goals. These include: 99.95% uptime of systems, Hardware/Software Inventory, Internal CSAT Timebook at 95% Training (1 certificate per year)
• Deliver excellent customer service and communication.
• Respond to all technology issues as appropriate.
• Develop, coach, support, and evaluate the technology team.
• Responsible for development of Technicians/Sr. Technicians.
• Establish realistic team goals and performance objectives.
• Ensure team has tools, systems, and support needed to perform their job.
• Escalate department issues as appropriate and needed.

What skills you'll need:

• At least 2 years' experience as Supervisor, Desktop Support or similar role/function
• College Degree or equivalent work experience is required
• Ability to manage multiple, complex, on-going tasks and projects
• Ability to lead and partner successfully with staff and chain of command

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don't take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com. For more information about TTEC, visit ttecjobs.com or search #ExperienceTTEC throughout social media to engage in the global conversation. Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC

Primary Location

: PH-National Capital-Mandaluyong, Metro Manila

Job

: Information Technology JSGYM-TE