Service Desk Lead
6 days ago
Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc. Undertaking HR activities as needed Acting as an escalation point Producing statistics and management reports Representing the Service Desk at meetings Arranging staff training and awareness sessions Liaising with senior management Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Excellent telephone manner and language communication skills Experience using and configuring processes within a modern IT System Management tool such as ServiceNow, Remedy, O365, MS word, Ms Excel, MS Outlook, MS Powerpoint and industrial standard Service Desk tools. Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Windows 10 mandatory Good understanding of PC hardware set-up and configuration highly desirable Strong knowledge of Apple devices and IOS is mandatory A demonstrated focus on customer service excellence Ability to take a leadership role in IT Incident escalations Ability to provide leadership in customer service and customer communication on behalf of the IT Team Demonstrated stakeholder engagement skills Target focused and results driven Strong business understanding and focus Demonstrated conflict management and resolution experience Strong negotiation skills Self-motivated, with strong ability to work both independently and with teams and managers as appropriate Seeks the best outcomes for the business and all customers Demonstrate Leadership skills and the ability to work as a team and guide the team Manager Client Services Act as a further escalation point for unresolved or escalated calls Report to senior managers on any issue that could significantly impact the business Attend Change Advisory Board meetings & MIM calls Take overall responsibility for incident management and request fulfilment on the Service Desk Ensure all calls are logged in the Service Desk logging system. Respond to enquiries from clients and help them resolve their concerns with Service Desk Allocate more complex calls to the relevant IT Support member Ensuring knowledge management systems and documentation are kept up to date Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents Develop a continued service improvement plan on a quarterly basis to address suggested improvements Report monthly on service delivery performance to Management and clients Ability to be positive and actively encourage and mentor others within the team Requirements A minimum of 5 years experience working in a service desk environment in a leadership position ITIL Foundation certification (v3 or higher). Strong written and verbal communication Mentoring and team building expertise Proven ability to maintain good relationships with customers and vendors. Proven ability to engage and negotiate with people, and develop and maintain effective relationships An awareness of information security Experience with desktop hardware and software, including operating systems and MS Office products. Technical skills and experience with Microsoft, specifically Active Directory and Citrix technologies. Shift Scheduling & Data representation skills Out of the box thinking Ability to share Root cause analysis along with action plan to resolve situations #J-18808-Ljbffr
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Lead Service Desk
4 days ago
Manila, Philippines OSI Digital Full timeOSI Digital Manila, National Capital Region, Philippines Lead Service Desk Join to apply for the Lead Service Desk role at OSI Digital ServiceDesk – Job Description Location: Manila, Philippines. Job Title: Lead – ServiceDesk & Account Admin. Experience: 10 – 12 Years OSI Digital is looking for a service desk associate lead engineer having technical...
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Service Desk Lead
4 days ago
Manila, Philippines Socium - Teams Done Differently Full timeService Desk Lead - Job Description Responsibilities Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc. Undertaking HR activities as needed Acting as an escalation point Producing statistics and management reports Representing the Service Desk at meetings Arranging staff training and...
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Service desk lead L1
4 days ago
Manila, Philippines Wipro Full timeWipro Manila, National Capital Region, Philippines Job Description Service desk lead Responsibilities To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and work toward the resolution of tickets Manage and coordinate escalated work orders from the ServiceDesk team that requires...
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Service desk lead
2 weeks ago
Manila, Philippines Wipro Full timeLocation Taguig, National Capital Region, Philippines Job Type Full-time Seniority Level Mid‑Senior level Job Function Information Technology Industries IT Services and IT Consulting Role Service Desk Lead – L2 Responsibilities Support service desk agents in prompt delivery of customer service. Advise and collaborate with agents on current issues and...
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Service Desk Team Lead
4 weeks ago
, Metro Manila, Philippines Buscojobs Full timeThe Service Desk Lead is responsible for leading the IT Service Desk team and ensuring the timely and efficient handling of customer-reported incidents and service requests. This role ensures SLA adherence, provides escalation support, and delivers consistent client communication to maintain high service satisfaction. The Service Desk Lead manages day-to-day...
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Service Desk Team Lead
2 days ago
Manila, Philippines HedgeServ Full timeService Desk Team Lead – HedgeServ Manila HedgeServ Manila, National Capital Region, Philippines The Service Desk Team Lead is a critical role supporting HedgeServ’s global engineering and operations functions. This role coordinates the support, maintenance, and resource alignment for the tech stack and operations technologies that enable business...
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Service Desk Team Lead
2 weeks ago
Manila, National Capital Region, Philippines Nezda Technologies, Inc. Full time ₱900,000 - ₱1,200,000 per yearKey ResponsibilitiesManage daily Service Desk operations and ensure SLA adherenceHandle escalations, perform root cause analysis, and drive resolutionProvide L1 support across hardware, software, and network issues (phone, email, chat)Coordinate with L2/L3 support teams and vendors for complex casesOversee user account provisioning and management (Active...
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Service Desk Team Lead
6 days ago
Manila, National Capital Region, Philippines HedgeServ Full time ₱40,000 - ₱80,000 per yearOverviewThe Service Desk Team Lead is a critical role in maintaining the HedgeServ global engineering and operations functions. This role includes the support, maintenance, and the coordination of resources in support of both the tech stack and the operations technologies that facilitate their management. The position will reflect a combination of technology...
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Service Desk Team Lead
2 weeks ago
, Metro Manila, Philippines Capgemini Full timeService Desk Team Lead Join to apply for the Service Desk Team Lead role at Capgemini . Key Responsibilities Manage and co‑ordinate day‑to‑day activities within the Service Desk. Report on SLA/KPIs and ensure services meet and exceed the SLA. Deploy staff cost‑efficiently while meeting user demands. Undertake administrative tasks: staff records,...
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IT Service Desk
2 weeks ago
Manila, National Capital Region, Philippines Asticom Technology Inc Full time ₱900,000 - ₱1,200,000 per yearJob Roles and Responsibilities:Team Leadership:• Supervise, coach, and develop a team of Service Desk Analysts• Set clear performance expectations and provide regular feedback.• Conduct performance reviews and address performance issues as needed.• Foster a positive and collaborative team environment.Service Delivery:• Ensure timely and effective...
