Team Lead/Supervisor (Healthcare Helpdesk)
UST
Date: 9 hours ago
City: Taguig
Contract type: Full time
Role Description
Team Leadership and Development
Leadership Quality,Performance,Compliance
Team Leadership and Development
- Guide, encourage, and mentor the healthcare helpdesk team to achieve top performance and high customer satisfaction
- Offer ongoing training and development to strengthen team members’ skills
- Supervise incoming service desk requests and incidents, ensuring prompt assignment and resolution
- Initiate and oversee P1/P2 escalation processes and manage technical bridges until incidents are closed
- Coordinate incident investigations and escalate issues to L1, L2, and L3 support teams as required
- Ensure response and resolution times meet service level agreements (SLAs)
- Track team performance and implement strategies to consistently meet / exceed SLA goals
- Maintain effective contact with stakeholders—customers, business units, and senior management—to keep them informed about service desk activities and incident updates
- Continuously assess and refine service desk processes to match changing customer and business requirements
- Keep all documentation updated, including SOPs, runbooks, and FTF documents
- Ensure all service desk operations follow established policies and procedures
- Supervisory experience in a call center environment
- Excellent communication skills
- Amenable to work nightshift and onsite (McKinley)
Leadership Quality,Performance,Compliance
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