Service Desk Team Leader – Healthcare IT Support
Service Desk Team Leader – Healthcare IT Support
Location: Cebu City, PhilippinesWork Setup: 100% Onsite
Work Schedule: 24/7 Rotational Shift (including weekends and holidays)
Target Start Date: ASAP
Lead a High-Performing Service Desk Team!
Are you an experienced Service Desk professional with a passion for leadership, operational excellence, and customer success? We're looking for a Service Desk Team Leader to lead a team of Service Desk Analysts in a fast-paced healthcare support environment while ensuring outstanding service delivery, operational performance, and customer satisfaction.
If you have strong technical knowledge, proven leadership experience, and a commitment to continuous improvement, this is your opportunity to grow your career.
Key Responsibilities- Lead, coach, and inspire a team of Service Desk Analysts in a 24/7 support environment.
- Drive achievement of Service Level Agreements (SLAs), operational KPIs, and customer satisfaction targets.
- Monitor ticket queues and oversee incident assignment, escalation, troubleshooting, and resolution.
- Ensure compliance with IT Service Management (ITSM) and ITIL best practices.
- Conduct coaching sessions, team huddles, performance reviews, and development planning.
- Manage attendance, schedule adherence, workforce planning, and leave management.
- Analyze operational performance and implement continuous improvement initiatives.
- Perform root cause analysis for operational issues and SLA misses.
- Collaborate with clients, stakeholders, and internal support teams to deliver exceptional service.
- Prepare operational reports, dashboards, and governance presentations.
- Ensure compliance with documentation standards and operational processes.
- Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent work experience).
- 4–6 years of IT Service Desk experience.
- 1–2 years of Team Lead or Supervisory experience in a BPO or ITO environment.
- Experience supporting enterprise-level Service Desk operations.
- Experience handling voice, chat, email, and ticketing support.
- Working knowledge of:
- Microsoft 365
- Active Directory
- Remote Support Tools
- Experience using ServiceNow or other IT Service Management (ITSM) platforms.
- Strong leadership, coaching, stakeholder management, analytical, and problem-solving skills.
- Excellent verbal and written communication skills.
ITIL Knowledge
ITIL certification is not required, but candidates should have a solid understanding of:
- Incident Management
- Troubleshooting
- Ticket Management
- Service Desk Operations
- IT Support Best Practices
These competencies will be assessed during the interview process.
Mandatory Requirements
To be considered for this role, candidates must have:
- Healthcare or Clinical support experience.
- IT Service Desk experience.
- Competitive monthly salary package.
- Career growth and leadership opportunities.
- Collaborative and supportive work environment.
- Opportunity to lead a high-performing healthcare IT support team.
- Continuous learning and professional development.
If you're ready to lead, inspire, and make a real impact in healthcare IT support, apply today!