Service Desk Engineering Supervisor (IT)

  • Sector: 软件和IT咨询
  • Contact: Mikko Jose Perez
  • Client: Monroe Consulting Group
  • Location: Quezon City
  • Salary: Negotiable
  • Expiry Date: 16 October 2024
  • Job Ref: BBBBH444760_1721292689
  • Contact Email: mikko.perez@monroeconsulting.com.ph

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.