The Helpdesk Manager will be responsible for managing the day-to-day operations of the helpdesk team, ensuring efficient and effective resolution of technical issues, and maintaining a high level of customer satisfaction. The ideal candidate will have strong technical knowledge, excellent leadership skills, and the ability to enhance team performance while providing exceptional customer service.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Lead, manage, and support the helpdesk team, ensuring they are meeting performance goals and delivering exceptional service.
• Oversee the troubleshooting, diagnosis, and resolution of hardware and software issues.
• Monitor helpdesk tickets, ensure they are resolved in a timely and efficient manner within Service Level Agreements.
• Develop and implement processes, procedures, and best practices to improve team efficiency and service quality.
• Provide training and mentorship to helpdesk staff on technical troubleshooting, customer service, and problem-solving.
• Ensure proper documentation of all issues, resolutions, and technical procedures.
• Maintain knowledge of current industry trends, emerging technologies, and best practices in IT support. 
• Collaborate with IT and other departments to address complex technical issues and improve overall IT infrastructure.
• Generate reports on helpdesk performance metrics, ticket resolution times, and customer satisfaction.
• Act as an escalation point for complex or high-priority technical issues.
• Ensure the team follows company policies, security protocols, and compliance standards.
• Collaborate closely with both customers and internal technical teams to troubleshoot, address, and communicate product-related concerns in a timely and professional manner.
• Maintaining consistent and timely communication with customers to showcase ownership of incidents raised. 

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• 5+ years of experience in IT support or technical helpdesk roles, with at least 2-3 years in a leadership or managerial position.
• Strong knowledge of computer hardware, software, operating systems, and networking.
• Experience with helpdesk ticketing systems (e.g., Jira, ServiceNow, Zendesk, Freshdesk) and remote support tools.
• Excellent leadership, communication, and interpersonal skills. 

• Familiarity with ITIL framework and incident management processes.
• Experience with remote desktop support and mobile device management.
• Project management experience (e.g., IT rollouts, software updates) 

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!