Service desk lead

3 weeks ago

Manila, Philippines Wipro Full time

Location 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 work toward ticket resolution. Manage and coordinate escalated work orders requiring additional troubleshooting and follow‑up. Coordinate with other IT teams for closure of escalated tickets. Act as liaison between Service Desk and other teams to ensure effective communication. Provide liaison and governance at internal and client levels. Review First‑Line Service Desk call queues weekly to mitigate unauthorized changes and escalations. Measure and report on service delivery performance metrics, including customer satisfaction surveys and incident tickets. Lead development of good customer service practices across the service desk. Produce statistics and management reports for client and management. Communicate process changes and technical updates to the team within specific timelines. Conduct capacity planning exercises to determine necessary agent numbers and skill levels. Conduct shift planning to meet service requirements per agreed SLAs. Assist agents with first‑line support when workloads are high. Develop team skills and capability to reach desired productivity and efficiency through training, performance feedback, and management of lower‑performing team members. Qualifications Team management and resourcing skills, including forecasting talent requirements. Talent management experience, ensuring compliance to onboarding and training standards. Performance management experience, setting goals, conducting reviews, and managing under‑performers. Employee satisfaction and engagement skills, driving initiatives and tracking satisfaction scores. Experience in capacity planning, shift planning, and process improvement across service desk operations. Strong communication and liaison skills, working with internal and client teams. Ability to produce statistical reports and monitor service metrics. Experience 5‑8 Years Benefits Competitive salary, growth opportunities, diversity and inclusion, employee recognition. #J-18808-Ljbffr

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