Service Desk Team Lead

2 weeks ago


Angeles City, Central Luzon, Philippines Lennor Metier Consulting Philippines Full time

Seize the opportunity to be part of a global technology company.

Position: Service Desk Team Lead

Work Engagement: Direct Employment | Permanent

Location: Clark, Pampanga

Work Setup: Hybrid

Shift Schedule: Morning

Salary: Php 60,000 – Php 90,000

About Us

Seeking exceptional talent solutions across diverse industries? Lennor Metier Consulting, a leading DOLE-Licensed executive search and headhunting firm in the Philippines, specializes in placing top talent across IT, marketing, sales, finance, supply chain, manufacturing, engineering, healthcare, and HR domains. Leverage our regional reach and expertise to find the perfect fit for your team.

Job Overview:

We are seeking a highly skilled and experienced Service Desk Lead to join a global company client. As the Service Desk Lead, you will play a critical role in overseeing the day-to-day operations of our service desk, ensuring efficient and effective support for our users.

Key Responsibilities:

· Lead and manage the service desk team, providing guidance, support, and mentorship to team members.

· Oversee the resolution of service desk tickets and ensure timely and accurate support for users.

· Monitor service desk performance metrics, such as response time, resolution time, and customer satisfaction, and implement strategies for continuous improvement.

· Coordinate with other IT teams and departments to escalate and resolve complex technical issues.

· Develop and maintain service desk processes and procedures, ensuring alignment with ITIL or other service management frameworks.

· Conduct regular training sessions for service desk staff to enhance technical skills and customer service capabilities.

· Serve as a point of contact for escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.

· Generate reports and analytics on service desk performance and trends, providing insights and recommendations for improvement.

· Stay informed about industry best practices and emerging technologies in service desk management and support.

Qualifications:

· Bachelor's degree.

· Minimum of 5 years of experience, 1 year at least in a team lead position.

· Experience with ITIL or other service management processes is preferred.

· Strong leadership and communication skills, with the ability to motivate and inspire team members.

· Excellent problem-solving and decision-making abilities, with a focus on providing exceptional customer service.

· Ability to thrive in a fast-paced and dynamic environment, with a strong sense of urgency and attention to detail.

Ready to take the next step in your career? Submit your application now

- - -

We kindly request your patience as we receive a significant number of applications. Rest assured that our team will update your application's status soon. In the meantime, we encourage you to follow our LinkedIn page to stay informed about future opportunities and company updates.

Job Type: Full-time

Pay: Php60, Php100,000.00 per month

Application Question(s):

  • What is your current basic pay?
  • How much is your salary expectation?
  • What's your notice period

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