IT Helpdesk Team Leader (Onsite, Bulacan)

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 Powered by JazzHR