Information Technology Service Desk Team Lead

2 days ago

quezon city, metro manila, Philippines Lancesoft Full-time

We are looking for an experienced IT Service Desk Lead to oversee daily service desk operations, drive SLA performance, manage escalations, and lead a team of IT Service Desk Analysts.

  • Lead and manage IT Service Desk Analysts to ensure smooth daily operations.
  • Monitor SLA achievement, team performance, and service quality.
  • Handle major incidents, technical escalations, and stakeholder concerns.
  • Conduct team coaching, mentoring, and performance management.
  • Identify opportunities for process improvements and operational efficiency.
  • Coordinate with Infrastructure, Security, Network, and Application teams.
  • Bachelor's Degree in IT, Computer Science, or a related field.
  • Minimum 5 years of IT Service Desk / Technical Support experience .
  • At least 1–2 years of team leadership or supervisory experience .
  • Strong experience in incident management, SLA monitoring, and stakeholder management.
  • Must be amenable to night shifts and rotational schedules.