Executive Search Firm Monroe Consulting Group Philippines is recruiting on behalf of a regional IT Management Solutions Provider.
Job Summary:
Our respected client is seeking for a Service Desk Engineer Supervisor (Netsuite) who will be handling and acting as a head of support.
The job is located in Quezon City, Metro Manila, Philippines and currently offers a Hybrid setup with working hours from 9:00 AM - 6:00 PM (3 days onsite and 2 days wfh).
Key Responsibilities:
Team Leadership:
- Supervise and mentor a team of service desk engineers, providing guidance and support.
- Coordinate work schedules, assign tasks, and manage workload to ensure efficient operations.
- Conduct regular performance reviews and provide feedback to team members.
Technical Support:
- Serve as the primary point of contact for escalated NetSuite-related issues, providing advanced troubleshooting and resolution.
- Ensure all service desk requests and incidents are resolved in a timely and efficient manner.
- Maintain a high level of customer satisfaction through professional and courteous support interactions.
Process Improvement:
- Develop and implement standard operating procedures for the service desk, ensuring best practices are followed.
- Continuously evaluate and improve service desk processes to enhance efficiency and effectiveness.
- Monitor service desk metrics and generate reports to track performance and identify areas for improvement.
Training and Development:
- Provide ongoing training and development opportunities for service desk engineers to enhance their technical skills and knowledge of NetSuite.
- Stay current with NetSuite updates and industry best practices, and disseminate relevant information to the team.
Collaboration:
- Collaborate with other IT teams and departments to resolve complex issues and implement new solutions.
- Liaise with NetSuite support and third-party vendors to address software issues and updates.
Documentation:
- Ensure accurate and up-to-date documentation of service desk activities, procedures, and resolutions.
- Create and maintain knowledge base articles and technical guides for end-users and service desk engineers.
Qualifications:
Education:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Experience:
- Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or lead role.
- Extensive experience with NetSuite, including configuration, customization, and troubleshooting.
Skills:
- Strong leadership and team management skills.
- Excellent problem-solving and analytical abilities.
- Superior customer service and communication skills.
- Proficiency in service desk software and tools.
- Ability to work effectively under pressure and manage multiple priorities.
Preferred Qualifications:
- NetSuite certifications (e.g., NetSuite Administrator, NetSuite ERP Consultant).
- Experience in a fast-paced, dynamic environment.
- Familiarity with ITIL or other IT service management frameworks.
