LOCATION
LEVEL
EMPLOYMENT TYPE
About Us
DataHouse, a member of the ʻike Group, is a prominent software development company with three branches located in Da Nang, and Ho Chi Minh, Vietnam. As part of the ʻike Group, a growing collective of innovators, technologists, and entrepreneurs, we are closely affiliated with DataHouse Consulting, our sister company founded in 1975 in Hawaii, US.
As one of the most prestigious software development companies in Vietnam, we provide end-to-end services for great enterprises, governments, and start-ups. With over 10 years of experience in the software engineering industry, we have successfully collaborated and delivered our high-quality software projects to partners in 19 countries worldwide.
Job Summary
The Service Desk plays a critical role in overseeing and supporting internal users as well as external customers, ensuring technical issues are resolved effectively. You will bridge the gap between users and technical teams by diagnosing and solving problems efficiently.
As a Service Desk, you will manage the helpdesk team, providing leadership, training and ensuring the delivery of high-quality support services.
Your responsibility and experience are our missing puzzle pieces.
Main Accountabilities
- Lead and manage the Helpdesk team, assigning tasks and monitoring performance.
- Ensure customer and internal user requests are resolved within agreed timelines.
- Innovate and improve processes to enhance service quality and efficiency.
- Maintain and optimize support systems, including issue ticketing and tracking.
- Train and develop the Helpdesk team’s skills and capabilities.
- Handle escalations and ensure issues are resolved professionally and promptly.
- Monitor department KPIs and ensure the achievement of key performance objectives.
- Own end‑to‑end helpdesk operations, including shift planning and overtime control.
- Act as the first escalation point for critical client / production issues.
- Work closely with PM, Dev, and QC teams to resolve incidents and reduce delivery risks.
- Drive continuous improvement: process optimization, knowledge base building, and automation.
- Proactively identify operational risks and report / propose solutions to management.
Job Qualifications
Education
Bachelor’s degree or equivalent work experience.
Experience & Skills
Essential:
- At least 3-5 years of experience in customer or technical support, with 1-2 years in a leadership role.
- Strong communication skills in English and the ability to handle difficult situations effectively.
- Familiarity with Helpdesk systems (ticketing, ITIL processes, etc.).
- Excellent problem-solving skills and the ability to work under pressure.
Desirable:
- Experience with remote support software (RDP, Chrome Desktop, Team Viewer, etc.)
- Experience with Helpdesk tools (Freshdesk, Jira Service Management, Call Center)
- Experience or strong interest in automation, AI‑assisted support, or process improvement is a plus.
- Having knowledge about Cloud Computing is a plus.
- Exposure to ITIL framework.
- Working proficiency in desktop and mobile operating systems
- Experience in using/troubleshooting web-based applications.
Personality traits:
- ITIL Foundation Certification is a plus
- Fundamental of Computing and Network is a plus
- Strong ownership mindset, able to handle operational pressure, especially during the first 2–3 months.
Compensation Package
With a human-centric spirit, we offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, bonuses, and benefits programs including health and well-being, learning and development, and benefits at work.
- Competitive salary package
- Monthly entertainment/team building allowances & project/team celebrations for certain milestones (applied for project teams and back office).
- Working tools: laptop and widescreen provided.
- Opportunities to work alongside a fun and global team with international/US clients.
- On-site program to explore various cultures in multi-cities in Vietnam and the US for all levels.
