IT Helpdesk Team Leader (Onsite, Bulacan)

Bulacan, Philippines

Full Time

Mid Level

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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IT Helpdesk Team Leader (Onsite, Bulacan)

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