IT Service Desk Team Lead

2 weeks ago

Taguig, Philippines Nezda Technologies, Inc. Full time

About the role We are seeking an experienced IT Service Desk Team Lead/Supervisor to join our rapidly growing team based in Taguig City, Metro Manila. In this full-time role, you will lead a team of IT support professionals / service desk analysts and be responsible for ensuring efficient and effective IT service delivery to our diverse client base. What you'll be doing Manage and oversee the daily operations of the IT service desk, including the assignment and prioritization of tasks, monitoring team performance, and driving continuous improvement Provide leadership, coaching, and mentoring to team members to foster a positive and productive work environment Collaborate with cross-functional teams to understand and address complex IT issues, ensuring timely and effective resolutions Develop and implement process improvements, escalation procedures, and knowledge management strategies to enhance the team's efficiency and productivity Prepare and present reports on team performance, service-level metrics, and customer satisfaction to key stakeholders Participate in project planning and implementation, ensuring the IT service desk is prepared to support new technologies and services What we're looking for Minimum 2-3 years of experience in an IT service desk Team Lead - support management role, preferably in a fast-paced, technology-driven environment Must be willing to work FULLTIME ONSITE and in a Graveyard / Shifting schedule Amenable to work in Upper Mckinley, Taguig and in NOT fixed weekends off Strong technical expertise and a good understanding of IT infrastructure, software, and service management best practices Excellent problem-solving, critical thinking, and decision-making skills, with the ability to prioritize and manage multiple tasks effectively Proven experience in leading and motivating teams, with a focus on driving continuous improvement and fostering a positive team culture Exceptional communication and interpersonal skills, with the ability to liaise effectively with both technical and non-technical stakeholders Familiarity with ITIL (Information Technology Infrastructure Library) frameworks and service management processes What we offer We are committed to providing our employees with a rewarding and fulfilling work experience. In addition to a competitive salary and comprehensive benefits package, we offer opportunities for career growth, ongoing training and development, and a collaborative, supportive work environment. We also prioritize work-life balance and encourage our employees to maintain a healthy lifestyle. About us We are a leading provider of innovative IT solutions and services, serving clients across a wide range of industries. We are known for our cutting-edge technology, exceptional customer service, and a strong commitment to our corporate values of innovation, integrity, and excellence. Join our team and be a part of our exciting journey as we continue to redefine the future of technology. Apply now for this exciting opportunity to lead our IT Service Desk team #J-18808-Ljbffr

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