Service Desk Supervisor (Netsuite)

The Service Desk Supervisor oversees the support operation, ensuring personalized, customer-centered development plans while enhancing subject matter expertise and client relations post-project. They are responsible for maintaining high client satisfaction in incident and service management, monitoring SLAs, and managing ticket processes. The Supervisor also acts as an incident manager to assess and improve operational effectiveness, provides coaching and mentoring to Service Desk Engineers (SDE), and ensures skillset development is achieved.

Responsibilities

• Supervise service desk engineers, ensuring they stay updated on technology trends and meet KPIs.
• Address customer satisfaction issues and maintain client communication, including updates on support goals.
• Manage client inquiries and escalations to ensure satisfaction.
• Collaborate with engineers to resolve client needs and handle ticket escalations.
• Conduct Root Cause Analysis (RCA) and prepare incident reports for clients.
• Monitor SLA performance and maintain relationships with partners.
• Uphold a clean working environment and adhere to company policies, approving leaves as needed.
• Review tickets and service requests to ensure timely completion.
• Assist with company events and contribute to organizational objectives as needed.

Qualifications

• Graduate of any 4-year course, preferably in IT or in business-related field
• at least 4 years of experience in the same role
• Experience in Netsuite customization, scripting and report generation 
• Proficiency in incident management systems and familiarity with IT support processes.
• Experience in supervising teams and ensuring performance metrics are met.
• Strong verbal and written communication abilities for client interactions and documentation.

Location, Schedule, and Setup

• Quezon City, Metro Manila, Philippines
• Monday to Friday | 9:00 AM to 6:00 PM 
• Hybrid (4 days onsite, 1-day WFH)

By Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients.