Job Summary

As a hands-on Help Desk Manager, you will be responsible for leading the Help Desk team to provide excellent customer service and resolve end user technical issues. You will play a critical role in providing technical support to our internal users through direct engagement on tickets, service level monitoring and team mentorship.

You should have a management and technical background, as well as customer service experience. An empathetic and problem-solving attitude, plus the ability to motivate your team toward specific goals.

Who We Are

At Centerline, we design, build, and maintain industry-leading critical infrastructure across North America. Our technicians, engineers, and professional staff bring unmatched expertise to each job, working as a team to deliver consistent, exceptional results. 

With demand for connectivity at an all-time high, Centerline’s opportunities for growth are limitless — and so are yours. We’re committed to fostering your professional advancement and supporting your career journey.

We look for team members who demonstrate our core values: Safety, Collaboration, Reliability, Integrity, Passion, and Technology. This S.C.R.I.P.T. is key to our team’s success, allowing everyone to reach their full potential. 

Join us today. Together, we’re building a better network.

Key Responsibilities:

• The Help Desk Manager is responsible for overseeing the Help Desk team and working to restore service as quickly as possible or escalating issues to the appropriate Information Technology support group.
• Manage the help desk team and evaluate performance.
• Actively monitors support ticket queue to ensure technical support for end users within service levels, addressing hardware, software, and network-related issues promptly and efficiently.
• Maintain timely and accurate customer service on a daily basis.
• Recruit, train, and support help desk representatives and technicians.
• Set high customer service standards.
• Develop daily, weekly, and monthly reports on the helpdesk team’s productivity.
• Maintain knowledge base content, ensuring support articles are accurate and remain current.

Requirements - Hands-On Technical Skills:

- First line of troubleshooting and escalates ticket to the appropriate group

- Onboarding and offboarding of users

- Install, configure and troubleshoot all software

- Install, configure and troubleshoot Windows and MAC systems

- Track and maintain inventory of IT assets

- Identifies and resolves basic level desktop/laptop hardware problems

- User account administration for O365 and Google Workspace

- Add/Remove users from Distribution Lists

- Provisioning of customer application user accounts

- Install and configure customer applications

- Tier 1 support for customer applications

- Local hands on IT personnel for the Infrastructure team
- Can work on-site and graveyard shift.

Compensation & Benefits:
- Monthly Base Pay of Php 70,000
- Paid Sick & Vacation Leave
- Holiday Pay
- Free Pantry Foods
- HMO 
- Retirement Pay
- Night Differential Pay
- Yearly Increase

Office Location: Bacolod City, Negros Occidental, Philippines,6100