Service Desk Team Lead
H2 Software Consulting Services Inc. Taguig Full-time
Key Responsibilities
- Supervise and support Service Desk Analysts in handling incidents, requests, and escalations
- Monitor ticket queues to ensure SLA compliance and service quality
- Act as the primary escalation point for complex or high-priority issues
- Conduct regular performance reviews, coaching, and team development sessions
- Generate reports on service desk metrics (SLA, response time, resolution time, CSAT)
- Collaborate with IT teams to resolve recurring issues and improve processes
- Ensure adherence to IT policies, security standards, and service management best practices
- At least 3 years of experience in Service Desk or IT Support
- Minimum 1 year of leadership or supervisory experience
- Strong knowledge of ITIL processes (Incident, Problem, and Change Management)
- Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk, etc.)
- Excellent communication and stakeholder management skills
- Ability to lead in a fast-paced, 24/7 support environment
HCLTechTaguig
The Service Desk Manager oversees hospital service desk operations, ensuring reliable IT support for clinical and business users while maintaining high standards of service, compliance, and patient safety.
• Lead day‑to‑day service desk operations...
NCS Philippines Inc.Taguig
NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of industries. Embracing a strong...
IT by Design Philippines Inc.Taguig
IT Service Desk Analyst (Global Support)
• Onsite | Night Shift
Role Overview
We’re looking for an IT Service Desk Analyst to provide first-level technical support to global end users. This role is ideal for someone with solid troubleshooting...