Service Desk Team Lead

Service 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 continuity. The incumbent will manage a team that delivers Tier I support, incident and request management, and continuous improvement of user experience in a high‑pressure, dynamic environment. Responsibilities Provide guidance and direction to the Service Desk team responsible for internal customer‑facing technology services, Tier I support, incident and request management, and productivity technology. Endeavor to improve the daily experience of end users through technology and workflow improvements. Perform audits of calls/chats/incidents for each Service Desk agent. Conduct audit review sessions with Supervisors and Service Desk Managers. Monitor and assess operational performance compared to demand. Communicate high‑priority incident escalations, incident/change summaries, and facilitate post‑resolution activities, including root cause analysis and long‑term system solutions analysis. Arrange for onsite technical support where problems cannot be resolved remotely. Serve as a technical and process escalation point within each team shift. Address Alert tickets assigned to the Service Desk team with urgency. Alerts include but are not limited to: Core Application Service Unresponsive High memory utilization Cluster issues Server/VM outages or reboots Respond to and resolve issues raised in Production Support Chat Rooms, which may require direct Level 1 troubleshooting or routing to specialty support teams. Issues include but are not limited to: Environmental performance (slowness) Environmental outages High‑priority user session slowness or unresponsiveness Missed business deliverables due to unknown technical issues Manage incident and service request tickets assigned to the Service Desk team, including configuration changes, core service/server restarts, container count adjustments, and isolated user connectivity investigations. Perform operational tasks in Production and non‑Production environments, including environment stability and performance troubleshooting, log analysis, and remediation recommendations. Establish and maintain effective working relationships, performing preventive maintenance and repairs cooperatively. Assist new and existing users with training regarding existing and new technologies. Conduct basic troubleshooting of network and voice infrastructure. Identify and appropriately use defined escalation processes for requests requiring further technical investigation or collaboration with other IT teams. Support the creation of standard operating procedures (SOPs) to promote consistency across the various layers of services offered. Qualifications Excellent verbal and written communication skills. Bachelor’s Degree in Computer Science or a related field. Minimum of 5 years of hands‑on experience supporting Windows and Apple operating environments or working in Service Desk support. Minimum of 2 years supervisory/team‑lead experience. Experience with Office 365 suite. Proficiency in dealing with a variety of computer systems/applications. Ability to work in a dynamic, changing organization and adjust to evolving business requirements. Positive, upbeat attitude and a desire to continuously improve. Self‑starter, resolution‑mindful, outside‑the‑box thinker and doer who can recommend actions without waiting for direction. Desired traits: inquisitive, engaged, thorough, conscientious, ownership. Detail‑oriented with the ability to manage multiple priorities. Strong diagnostic, problem‑solving, and communication skills. Experience and Technologies Windows 7, 8, 10 support Windows Server 2012 and 2016 OS Active Directory Microsoft Office support Ticketing Systems (e.g., ServiceNow, ManageEngine SDP, Desktop Central, Applications Manager) ITIL framework knowledge Elastic (ELK stack for system monitoring) #J-18808-Ljbffr