Information Technology Service Desk Team Lead
2 days ago
quezon city, metro manila, Philippines
Lancesoft
Full-time
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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.