IT Helpdesk Team Leader (Onsite, Bulacan)
Kwanii Bulacan Full-time
Kwanii is looking for a highly motivated and experienced IT Helpdesk Team Leader to lead our onsite technical support team in Bulacan. The ideal candidate will be responsible for managing day-to-day helpdesk operations, resolving escalated technical issues, mentoring junior team members, and ensuring top-notch customer service delivery.
If you’re a strong communicator and a solutions-oriented leader with a solid IT background, we want to meet you.
Responsibilities:
- Supervise the daily operations of the IT Helpdesk team
- Act as the primary escalation point for complex technical concerns
- Guide, coach, and mentor helpdesk staff to ensure team development and performance
- Monitor ticketing system queues and ensure timely resolution of issues
- Maintain documentation of processes, systems, and troubleshooting guides
- Collaborate with internal departments to provide efficient IT support across the organization
- Identify and implement continuous improvements in helpdesk services and workflows
- Analyze support metrics and prepare reports for management
- Conduct regular training sessions to keep the team updated on new tools and protocols
- Ensure adherence to company policies and data privacy regulations
Desirable Skills and Experience
Must-haves:
- Bachelor’s degree in IT, Computer Science, Engineering, or a related field
- Resides in or near Bulacan
- At least 3 years of experience in IT support, with a minimum of 1 year in a team lead or supervisory role
- Excellent English communication skills, both written and verbal
- Strong technical background in troubleshooting Windows/macOS, Office 365, hardware, and network issues
- Familiarity with helpdesk ticketing systems and remote support tools (e.g., AnyDesk)
- Strong organizational skills and ability to prioritize multiple tasks effectively
- Solid understanding of IT best practices, user support, and data privacy standards
Nice to haves:
- Certifications such as CompTIA A+, Microsoft Certified, or ITIL Foundation
- Experience with Zoom, HubSpot, and other collaboration platforms
- Knowledge of LAN/WAN setup and basic networking troubleshooting
- Exposure to virtualization technologies and cloud systems
Perks and Benefits:
- 13th Month pay
- Paid time off (PTO) for Sick Leave, Vacation Leave, Emergency Leave
- Maternity or Paternity leave
- HMO upon regularization
- Life insurance upon regularization
- MediCash for personal and dependents use
- Rice, clothing, laundry, and meal allowance
- Achievement Allowances
- Birthday Treats
- Company Events and Treats
- Online trainings/Webinars
- Career advancement and promotion opportunities
Job Type:
- On-site (Bulacan)
- Full-time
- Mid-Level
Schedule:
- Day Shift
- Monday to Friday
Salary:
- Starts at PHP 25,000
About Kwanii:
Kwanii is a BPO company that operates in Australia and the Philippines. With a strong commitment to excellence, we aim to provide outstanding outsourcing solutions for businesses of all sizes. The company values transparency and honesty, ensuring that clients receive reliable services.Kwanii also prides itself on its proactiveness and adaptability, staying ahead of industry trends and adjusting strategies to meet clients' evolving needs. Whether it's customer support, data entry, back-office processes, or other outsourcing requirements, Kwanii is dedicated to delivering high-quality solutions that drive both efficiency and growth.
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