• Lead a team of Service Desk Support Technicians, ensuring efficient and high-quality support for Five9 workers across multiple regions (e.g., US, PH, AUS, EMEA, India etc.), responding to technical issues with a focus on timely resolutions.
• Provide exceptional support for Five9 workers, including troubleshooting software, hardware, network, and SaaS application issues related to both Apple and Microsoft environments, ensuring a high level of customer satisfaction.
• Serve as an escalation point for complex IT-related issues and provide guidance to the team for troubleshooting and resolution, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met.
• Assist in monitoring and tracking the performance of the Service Desk team, using metrics and reporting tools to identify areas for improvement, and ensure quality service is delivered effectively.
• Ensure the IT onboarding experience of Five9 workers is exceptional through the delivery and monitoring of all IT related activity regarding the onboarding process.
• Develop and refine processes for service desk operations, creating and maintaining Standard Operating Procedures (SOPs) for common issues, ensuring consistent and efficient support practices.
• Collaborate with cross-functional teams (e.g., Desktop and Endpoint Engineering, IT Security, IT Infrastructure, etc.) to ensure that support aligns with company-wide IT policies, security protocols, and technology changes.
• Ensure that the team remains up to date on the latest technologies, tools, and service desk best practices through training, mentoring, Management by Objectives (MBO) and continuous professional development.
• Assist in reporting and analyzing ticket trends to identify recurring issues, suggesting solutions to reduce escalations and improve overall support efficiency between other Tier support levels.
• Assist in coordinating and managing service desk-related projects such as IT system upgrades, software rollouts, and major support initiatives.
• Performs other related duties as assigned.

 

Skills Requirements:

• Minimum 3 years’ experience supervising a team in an IT support environment (Service Desk Technicians) with a focus on customer service, team performance, and operational efficiency.
• Experience with enterprise level Apple Device Management and Support a must.
• Experience managing escalations and supporting Tier 1 Service Desk teams, with a focus on ensuring high-quality resolutions and customer satisfaction. Knowledgeable of endpoint management solutions such as Microsoft Intune, JAMF, or similar technologies for deploying, managing, and securing devices across a large organization.
• Ability to train, mentor, and coach a team of Service Desk technicians to improve technical skills, soft skills, and overall service delivery
• Hands on experience using and/or troubleshooting Microsoft Windows OS, Microsoft Office, and Mac OS
• Ability to provide outstanding customer service through in-person and remote technical support.
• Excellent functional/technical skills that are leveraged for superb problem solving
• Excellent written and verbal communication skills, with a focus on technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing
• Solid understanding of network fundamentals, including common protocols and troubleshooting network connectivity issues.
• Ability to work independently or with a group on assignments that are moderately complex, requiring judgment in resolving issues or in making recommendations.
• Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities.
• The ability to think around problems and come up with creative solutions is a must.
• Experience working with cloud environments or SaaS applications is a plus.
• Experience working with mobile devices such as iPhones, iPads and Droids a plus.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)

 

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