IT Service Desk Team Lead | Hybrid | Makati/Ortigas | Shifting | Weekends Off

Lead the Tech That Keeps the World Running Be the problem-solver behind every seamless IT experience. Lead a team that keeps systems strong, users supported, and global operations moving day or night. Manage service desk operations, guide a skilled support team, and make your mark on a company that values innovation, collaboration, and career growth-while giving you balance and flexibility to enjoy life outside work. Job Description As an IT Service Desk Team Lead , you'll oversee the team responsible for all IT incidents and service requests across the organization. You'll ensure timely resolution, operational efficiency, and continuous improvement while leading a culture of service excellence. Job Overview Employment type: Full-timeShift: Shifting, Weekends OffWork setup: Hybrid, Makati/Ortigas Exciting Perks Await Competitive Salary Package Hybrid work arrangement HMO coverage with free dependent upon regularization Prime office location in Makati/Ortigas (Easy access to MRT stations, restaurants, and banks) Fixed weekends off Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.) Unlimited upskilling through Emapta Academy courses (Want to know more? Visit ) Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more) Unlimited opportunities for employee referral incentives across the organization Standard government and Emapta benefits Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Fun engagement activities for employees Mentorship and exposure to global leaders and teams Career growth opportunities Diverse and supportive work environment The Qualifications We Seek Education: Bachelor's degree in Information Technology, MIS, or similar program; or equivalent work experience. Experience: At least 3 years of experience as an IT Service Desk Team Lead , preferably in a supervisory role. Background in the following areas is highly desirable: Windows desktop and server support (Windows 10/7/2000/XP/Vista/Server 2000/2003) Microsoft Office, Outlook, Exchange, IIS, or ISA Avaya or Nortel telephony LAN/WAN (Cisco or 3Com), TCP/IP Active Directory administration ITIL qualification or experience (preferred) Personal Competencies Strong leadership and team management skills. Excellent customer service orientation. Strong problem-solving and decision-making skills under pressure. Excellent command of oral and written English. Assertive, proactive, and resourceful with a collaborative mindset. Flexible and adaptable to rotational shifts as needed. Demonstrable ability to handle crisis situations calmly and effectively. Willingness to take ownership and lead by example. Your Daily Tasks Manage the ITSD team to provide customer support and advice on all IT issues Provide a single point of contact IT Service Desk team with ownership for incidents, problems and service requests from internal and external customers. Oversee shift activities including influx of tickets, emails, chat, etc., ensuring availability of SD to customers and team productivity, including SDA workforce planning Monitor system performance and faults to ensure the IT Service Desk team are meeting or exceeding customer SLA's Undertake incident trend analysis and identify methods of improvement. Aid in determining Priority when necessary, explaining to customer/client, and escalating internally (educate Operations for future) Manage pending or open incidents/service requests, including high severity incidents, for follow up or resolution based on set SLA Prioritize workload of IT Service Desk Analysts. Ensure that all customer communication is timely and appropriate and that updates are actioned in accordance with SLA's Conduct coaching and mentoring for SDA's and SDSL's to enhance: Customer service skills Accuracy and completeness of incident/service request documentation Responsiveness in incident/service request communication and resolution Adherence to established policies and procedures (e.g. SLA) Define and measure individual and team targets for the IT Service Desk Analysts to ensure performance meets/exceeds customer expectations. Define and produce reports (including Service Reports on Incidents/Changes/Problems) to required standard for use in both Customer/Client feedbacks on IT Services, volumes, performance (SLA) and for internal use on individual and team performance. Hold regular service review meetings with appropriate members of the user community and other IT departments. Act as a member of the IT Department escalation and crisis management team - requiring 24x7 availability on a rotational basis. Perform SDA duties when necessary Act as owner for Severity 1 incidents - coordinating escalation and notification to senior management, internal functional IT teams, transition to leader for incoming shift and aiding in coordination to ensure SLA targets Initiate Turnover procedures for Priority issues to incoming shift Aid in transition and assignment from Incident to Problem if necessary Monitor and support IT security policy adherence. Deliver continuous service improvements to maximize customer satisfaction Manage and maintain a Knowledge Base for IT Service delivery, ensuring that IT Service Desk Analysts work to and document procedures for incident, problem and change management services. Adapt with flexibility to any additional responsibilities set by the IT ServiceDesk Manager Why We Stand Out Among the Rest Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success. Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started. At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make. “We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire.” Tim Vorbach, CEO #EmaptaEra #J-18808-Ljbffr