Service Desk Team Leader

Job Description

Responsibilities 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 WBRs and 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. Pay: Php29,251.09 - Php76,711.78 per month Work Location: In person