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Senior Service Desk Lead

1 month ago

Makati City, National Capital Region, Philippines Sysgen Full time

The Service Desk Team Lead will oversee and guide a team of Senior Service Desk Analysts to deliver exceptional technical support and customer service. This role involves driving excellence, fostering team growth, maintaining high client satisfaction, and ensuring the team meets organizational goals and service level agreements (SLAs). The leader will bring innovation, strategic thinking, and a collaborative mindset to continually enhance service delivery and team performance.

The Requirements

  1. Proven experience in leading a senior service desk or 2nd Level support team.

  2. Strong Performance Management Background.

  3. Strong Service Operation Background, ITIL V4 Certified.

  4. Gold standard client-facing skills with strong client service orientation.

  5. Exceptional leadership, communication, and interpersonal skills.

  6. Ability to handle high-pressure situations with professionalism and poise.

  7. A commitment to fostering a culture of innovation, empathy, and client-centric service.

  8. General knowledge of the Insurance Industry.

  9. Committed to quality and continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition.

  10. Must be willing to work on-call/on a shifting schedule including holidays and weekends.

  11. Associate or bachelor's degree in Computer Science, Information Technology, or a related field.

  12. Familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools.

  13. Experience with Virtual Desktop infrastructure (e.g. Citrix, RDS, AVD).

  14. An understanding of cloud-based technologies, containerization, Active Directory, Microsoft software and services.

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