Service Desk Team Leader

Job Description

We’re Hiring: Service Desk Team Leader Work Where People Matter At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world. Why You’ll Love It Here Growth you can see – promotions and career paths await Learning that sticks – trainings to sharpen your skills A workplace that cares – inclusive, supportive, and people-first Health coverage you can count on Rewards when you refer friends to join the team Your Day-to-Day Lead and manage a team of Service Desk Analysts in a 24x7 support environment. Drive achievement of contractual SLAs, operational KPIs, customer satisfaction, and business targets. Monitor ticket queues and oversee incident handling, escalation, assignment, and resolution activities. Ensure compliance with ITIL-aligned service management processes and procedures. Conduct team huddles, coaching sessions, performance reviews, and development planning. Manage attendance, schedule adherence, workforce utilization, and leave planning. Analyze operational performance, identify improvement opportunities, and implement action plans. Conduct root cause analysis for SLA misses, customer complaints, and operational issues. Participate in client governance meetings, including Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs). Collaborate with WFM, Quality, Training, HR, IT, and other support functions. Prepare operational reports, executive summaries, dashboards, and governance presentations. Drive continuous improvement initiatives to enhance service quality, productivity, and customer experience. Ensure audit readiness, documentation accuracy, and compliance with operational standards. What We’re Looking For Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related discipline. Equivalent work experience may be considered. Minimum of 4–6 years of IT Service Desk experience. Minimum of 1–2 years of Team Lead or Supervisory experience. Experience supporting enterprise Service Desk environments. Experience managing voice, chat, email, and ticket support channels. Managed Services environment experience is preferred. Global Service Desk experience is preferred. BPO/ITO delivery environment experience is preferred. Experience handling international clients is an advantage. Knowledge of ITIL Foundation principles and service management processes. Experience in Incident Management, Request Fulfillment, and Major Incident Support. Proficiency in ServiceNow or similar ITSM tools. Working knowledge of Microsoft 365, Active Directory, and remote support tools. Experience in Knowledge Management, reporting, and dashboard creation. Advanced Excel and PowerPoint presentation skills. Strong leadership, coaching, and mentoring capabilities. Excellent customer focus and stakeholder management skills. Strong analytical thinking, decision-making, and problem-solving abilities. Excellent verbal, written, and presentation communication skills. Ability to manage conflict professionally and effectively. Strong planning, organizational, and prioritization skills. Adaptable in a fast-paced and changing environment. Continuous improvement mindset with a focus on innovation and operational excellence. Work Setup Location: Cebu Philippines Shift: 24x7 Shifting Schedule, including weekends and holidays as required About Tech Mahindra Philippines We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork. Your Next Move If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you. Apply today and let’s get started. Benefits Health insurance Life insurance Work Location: In person