IT Service Desk Team Leader
6 days ago
Talent Acquisition Specialist at DITO Telecommunity Corporation Overview Monitor the performance quality of outsourced IT Service Desk members handling Level 1 escalations, ensuring adherence to defined SLAs. Analyze ticket trends and implement improvement initiatives to optimize service delivery. Leverage data analytics and tools such as Power BI to drive performance insights and reporting. Provide support for outsourced IT Service Desk members with queries related to Service Requests and Incident Management for both internal and external clients. Qualifications Minimum of 3 years of experience leading teams in customer service or service desk roles. Possession of a Bachelor's/College Degree in Computer Science/Information Technology or equivalent experience. Solid experience in data analysis and interpreting performance data using Excel and other data analysis tools. Proficiency in creating reports and presentations based on data analysis, with experience in Power BI being highly desirable. Strong problem-solving abilities with a disciplined and systematic approach. Excellent planning and organizational skills, including the ability to manage conflicting priorities. Capable of handling people management issues with tact, diplomacy, and maturity. Demonstrate ability to motivate and guide others towards a common goal. Proven leadership qualities are a must. Project Management experience and familiarity with ITIL V4 best practices are desirable but not required. Familiarity with Lean Six Sigma methodologies （White to Yellow Belt） is desirable but not required. Responsibilities Oversee the day-to-day performance and output of outsourced IT Service Desk members across shifting schedules. Ensure adherence to updated processes and policies by outsourced IT Service Desk members and facilitate timely alignment on any changes. Collaborate closely with other IT pillars/departments and outsourced IT Service Desk members to drive operational efficiency and ensure consistent service quality. Prepare and present weekly, monthly, and annual performance reports to stakeholders, utilizing tools such as Power BI for data analysis and visualization. Conduct regular end-user satisfaction surveys to evaluate the effectiveness of IT Service Desk team. Identify opportunities for continuous improvement and implement process enhancements that align with ITIL best practices. Provide guidance and mentorship to outsourced IT Service Desk members on procedures, tools, and Service Management standards. Lead the identification, diagnosis, and escalation of user-reported incidents, ensuring timely and accurate triaging. Assess the quality and consistency of day-to-day service operations and support activities delivered by the outsourced IT Service Desk members. Maintain and update knowledge base articles and work instructions, ensuring accuracy and accessibility across relevant departments. Conduct structured coaching sessions and provide constructive performance feedback to outsourced IT Service Desk members. Set clear performance expectations, monitor progress, and support outsourced IT Service Desk members in achieving individual and team goals. #J-18808-Ljbffr
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Service Desk Team Leader
3 hours ago
Taguig, Philippines Dynamic Talent Solutions Full timeOverview As a Service Desk Team Leader , you manage a team of Service Desk Analysts, and you are responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. You also supervise the activities of all the members to ensure that they deliver excellent customer service and provide customer guidance....
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Service Desk Team Lead
7 days ago
Taguig, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per yearWE ARE LOOKING FOR SERVICE DESK TEAM LEADS TO START ASAPAbout This Role:As a Service Desk Team Leader, you manage a team of Service Desk Analysts, and you are responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. You also supervise the activities of all the members to ensure that they deliver...
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IT Service Desk Team Lead
5 days ago
Taguig, National Capital Region, Philippines Nezda Technologies, Inc. Full time ₱470,400 - ₱587,200 per yearWe need 20 IT Service Desk Team Lead in Taguig 1 Day Hiring ProcessLocation: One World Square, Upper McKinley Hill Taguig City Set-up: OnsiteJob Title: Service Desk Team LeadSchedule: Graveyard shift & shifting scheduleStart date: ASAP/OctoberJob description:As a Service Desk Team Leader, you will oversee a team of Service Desk Analysts, managing daily...
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Team Leader – Service Desk
3 days ago
Taguig, National Capital Region, Philippines Citi Full time ₱900,000 - ₱1,200,000 per yearDiscover your future at CitiWorking at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.Job OverviewThe Team Leader – Service Desk is an intermediate level role...
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IT Service Desk
2 weeks ago
Taguig, National Capital Region, Philippines E-team Workforce Private Corporation Full time ₱600,000 - ₱1,200,000 per yearRole: L1 Service Desk Analyst Work Location: Science Hub Tower or One World Tower, McKinley Hill, Taguig City (Few blocks away from Venice Grand Canal Mall) Work Schedule: Candidate must be amenable to work in a shifting schedule. Work Set Up: This 100% onsite/office reporting. Job Qualifications: • Relevant Service Desk Experience is an advantage. •...
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IT Service Desk
6 days ago
Taguig, Philippines Nezda Global PH Full timeIT Service Desk - Team Leader BPO CSR / TSR / Service Desk - TEAM LEADER Location: 7th Floor, One World Square, Upper McKinley Hill, Taguig Qualifications: At least High School Graduate 2-3 years Team Lead experience (Service Desk operational experience is an advantage) Willing to work onsite in Taguig and on shifting schedules Can Start ASAP What We Offer:...
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IT Service Desk
2 weeks ago
Taguig, National Capital Region, Philippines Nezda Technologies, Inc. Full time ₱37,300 - ₱44,900 per yearURGENT HIRING FOR IT SERVICE DESK ONE DAY PROCESS START ASAP GET YOUR JO NOW APPLY NOWWORK ONSITE:MCKINLEY, TAGUIG CITYA. IT SERVICE DESK TEAM LEADOFFER AND BENEFITS:44,900 SALARY PACKAGE15% NIGHT DIFFERENTIALHMO DAY 1 PLUS 3 FREE DEPENDENTSLIFE INSURANCEANNUAL INCREASEPERFORMANCE-BASED INCENTIVEOTHER BENEFITS WILL BE DISCUSSED UPON JOB OFFERMINIMUM...
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Service Desk Team Lead
1 week ago
Taguig, Philippines HCLTech Full timeHCLTech Taguig, National Capital Region, Philippines Service Desk Team Lead 100% onsite in McKinley Hill, Taguig City, Philippines | Graveyard Shift or Shifting Schedule About This Role: As a Service Desk Team Leader, you manage a team of Service Desk Analysts, and you are responsible for overseeing the day-to-day effectiveness of service provision and...
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Team Leader – Service Desk
3 days ago
TH ST BONIFACIO GLOBAL CITY TAGUIG, Philippines Citi Full time ₱1,200,000 - ₱2,400,000 per yearThe Team Leader – Service Desk is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to...
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Service Desk Analyst
3 weeks ago
Taguig, Philippines IT BY DESIGN Full timeDirect message the job poster from IT BY DESIGN Actively Hiring | Leadership & High-Impact Roles | New Jersey & Philippines Position Summary: As a System Engineer at IT By Design, you will be the first line of defense for our global clients—providing timely, high-quality technical support across desktop hardware, software, network issues, and more....
