Information Technology Help Desk Manager (BPIT, Philippines)

Our Purpose

TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Opportunity Overview

We are seeking an IT Help Desk Manager in our Cebu, Philippines office to lead our tier 1 technical support and access management team while ensuring the highest level of service delivery to all company employees. The ideal candidate will possess strong leadership skills, a deep understanding of IT support processes, and a passion for delivering exceptional user experiences. This role requires a proactive individual who can manage a team of technicians while fostering a collaborative environment.

Key Responsibilities

• Team Leadership: Manage and mentor a team of help desk technicians, providing guidance and support to enhance their skills and performance.
• Service Management: Oversee the daily operations of the help desk, ensuring timely and effective resolution of technical issues, and maintaining high customer satisfaction levels.
• Process Improvement: Develop, implement, and refine help desk processes and workflows to improve efficiency and service quality.
• Performance Monitoring: Track and analyze help desk metrics, preparing reports on performance, user satisfaction, and areas for improvement.
• User Support: Serve as a point of escalation for complex technical issues, providing expert troubleshooting and problem-solving assistance.
• Training and Development: Organize training plans and create documentation to enhance the knowledge and capabilities of the help desk team.
• Collaboration: Work closely with other IT teams and departments to facilitate seamless communication and coordination on projects and initiatives.
• Technology Management: Stay updated on industry trends and emerging technologies to recommend enhancements to the help desk tools and systems.
• Budget Management: Assist in budgeting for help desk resources, tools, and training to ensure adequate support for user needs.
  
  

All About You

We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• 5+ years of experience in IT support, with at least 2 years in a managerial role.
• Strong understanding of help desk software and ticketing systems.
• Excellent communication and interpersonal skills.
• Proven ability to lead and motivate a team in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• ITIL certification or similar is a plus.
  
  

We are only considering candidates local to position location and are unable to provide relocation for this position.

Benefits: Teradyne offers a variety of robust health and well-being benefit programs, including medical, dental, vision, Flexible Spending Accounts, retirement savings plans, life and disability insurance, paid vacation & holidays, tuition assistance programs, and more.  Please click here to see details.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.