Supervisor, Desktop Support
Supervisor, Desktop Support
Cebu City, Central Visayas, Philippines PH
TeleTech 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
Who We Are:
TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Enterprise Services organization is the machine behind our market-facing product and solution areas, enabling each of our segments to deliver for our clients. Whether Information Technology, Finance, Accounting, Tax or Treasury, Supply Chain or Legal, or one of our Human Capital team members, we help to guide and simplify TeleTech’s business processes and operations.
What We Offer:
Lead Everyday w Do the Right Thing w Reach for Amazing w Seek First to Understand w Act as One w Live life Passionately
Notice to external Recruiters and Recruitment Agencies: TeleTech 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. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.