Service Desk Team Leader | IT Service Desk | Cebu | Onsite

About the Role

We are looking for an experienced Service Desk Team Leader to lead a team of Service Desk Analysts in a fast-paced 24x7 IT support environment. The successful candidate will oversee daily service desk operations, ensure service level compliance, coach team members, manage escalations, and drive operational excellence while delivering exceptional customer support.

• Lead, mentor, and manage a team of Service Desk Analysts.
• Conduct coaching sessions, one-on-one meetings, and performance evaluations.
• Monitor attendance, schedule adherence, and workforce utilization.
• Support employee development and succession planning.

• Oversee incident management from ticket creation through resolution.
• Monitor ticket queues and ensure timely assignment and escalation.
• Drive compliance with contractual SLAs and operational KPIs.
• Manage support across voice, chat, email, and ticketing channels.
• - IT Service Management
• - Apply ITIL best practices in incident, request, and problem management.
• Ensure adherence to service management policies and procedures.
• Conduct root cause analysis for recurring issues and SLA breaches.
• Identify opportunities for process improvement and automation.
• Stakeholder & Client Management
• - Participate in governance meetings and client reviews.
• Provide operational updates and performance reports.
• Collaborate with internal IT teams and business stakeholders.
• Handle customer escalations professionally.
• Reporting & Continuous Improvement
• Prepare operational dashboards and SLA reports.
• Analyze trends and recommend process enhancements.
• Support continuous improvement initiatives.
• Ensure documentation and knowledge articles remain current.
• Qualifications
• - Bachelor's Degree in IT, Computer Science, Engineering, or a related field (or equivalent experience).
• 4–6 years of IT Service Desk or Technical Support experience.
• 1–2 years of Team Lead or Supervisory experience.
• Experience in a BPO or IT Outsourcing environment.
• Experience supporting enterprise Service Desk operations.
• Experience managing voice, chat, email, and ticket support channels.

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