Service Desk Shift Lead | Greenhills, San Juan, Manila
HCLTech Manila Full-time
Service Desk Shift Lead
Location: San Juan City, Manila, Philippines
Job Summary
We are seeking an experienced Service Desk Shift Lead to oversee daily Service Desk operations, ensuring the delivery of high-quality IT support services while meeting SLA, KPI, and customer satisfaction targets. This role will lead a team of Service Desk Analysts, manage incident escalations, workforce scheduling, operational reporting, and continuous service improvement initiatives, supporting global users with a primary focus on the Australian region.
Key Responsibilities- Lead and manage day-to-day Service Desk operations and service delivery.
- Monitor ticket queues, calls, emails, and chat channels to ensure SLA compliance.
- Serve as the primary escalation point for critical incidents and service issues.
- Provide coaching, mentoring, and performance management for Service Desk Analysts.
- Manage workforce planning, scheduling, and resource allocation.
- Coordinate with L2/L3 support teams to resolve complex incidents.
- Drive service quality, customer satisfaction, and continuous improvement initiatives.
- Prepare and present operational reports, dashboards, and performance metrics.
- Ensure adherence to ITIL-based Incident, Request, Problem, and Escalation Management processes.
- Support knowledge management, training, and onboarding activities.
- Bachelor's Degree in Information Technology, Computer Science, Engineering, Telecommunications, or a related field.
- 5–7 years of experience in IT Service Desk, Help Desk, Technical Support, or IT Operations.
- At least 2 years of experience leading or supervising Service Desk teams.
- Proven experience managing SLAs, KPIs, incident escalations, and team performance.
- Experience supporting enterprise and global IT environments.
- Strong stakeholder management, leadership, and customer service skills.
- Microsoft Windows 10/11
- Microsoft 365 Administration
- Active Directory & Azure AD
- Exchange Online and Outlook
- Microsoft Teams support
- Remote Support Tools
- VPN and Connectivity Troubleshooting
- Identity and Access Management
- Basic Networking (TCP/IP, DNS, DHCP)
- ServiceNow or other ITSM platforms
- ITIL Foundation v4 Certification
- HDI, Microsoft, CompTIA, Azure, or Microsoft 365 Certifications
- Experience supporting Australian/APAC customers
- Major Incident Management experience
- Knowledge of Change and Problem Management
- Power BI, ServiceNow Administration, Intune, Entra ID, and Endpoint Management experience
- Exposure to Managed Services environments
- Must be willing to work flexible shifts, including weekends, public holidays, rotational on-call support, and shift extensions as required by the business.
- Support global users and stakeholders, primarily within the Australian region.
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