URGENT: Service Desk-Team Lead

Job description

Work Set-Up:

• 100% onsite in Mckinley Hill, Taguig City, Philippines
• Graveyard Shift and Shifting Schedule

Job Description:

The Service Desk Team Lead oversees daily operations of the service desk team, ensuring timely and high‑quality support for end users. This role provides guidance, technical assistance, and workflow coordination to maintain service levels and deliver excellent customer experience.

Key Responsibilities:

• Lead and support a team of service desk analysts in handling incidents and service requests.
• Monitor ticket queues to ensure timely resolution and adherence to SLAs.
• Serve as an escalation point for complex technical issues.
• Provide coaching, mentoring, and performance feedback to team members.
• Ensure proper documentation of processes, troubleshooting steps, and knowledge articles.
• Coordinate with other IT teams to resolve recurring issues and improve service delivery.
• Track and report service desk performance metrics.
• Assist with scheduling, workload distribution, and shift coverage.

Qualifications:

• Experience in a service desk or IT support environment.
• Strong understanding of ITSM processes (e.g., Incident, Request, Problem Management).
• Excellent communication, leadership, and customer‑service skills.
• Ability to troubleshoot common hardware, software, and network issues.
• Familiarity with ticketing tools and remote support technologies.