Service Desk Team Lead

1 week ago

Mandaluyong City, National Capital Region, Philippines Chubb Full time

Chubb Mandaluyong, National Capital Region, Philippines

Reports To: Global Service Desk Coordinator

Job Summary:

The Service Desk Team Lead will oversee the daily operations of the service desk team supporting NA, EMEA and parts of APAC regions, ensuring exceptional support for clients and internal users. This role involves managing a team of service desk analysts, coordinating ticket resolution, and improving service processes while providing technical support in English.

Key Responsibilities:

  • Lead and mentor a team of service desk analysts to ensure high-quality customer service and problem resolution.
  • Monitor ticket queues and service requests, assigning issues to appropriate team members based on expertise and urgency.
  • Develop and implement service desk best practices, processes, and standard operating procedures.
  • Conduct regular team meetings to discuss performance metrics, updates, and provide training.
  • Manage escalated support issues effectively, ensuring timely resolution and customer satisfaction.
  • Collaborate with other IT teams to ensure seamless communication and service delivery.
  • Analyze service desk metrics, generate reports, and present findings to management, identifying areas for improvement.
  • Ensure compliance with organizational policies and procedures for information security and data protection.
  • Foster a collaborative and supportive team atmosphere while driving a culture of continuous improvement.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, preferred, or a related field.
  • Proven experience (3+ years) in a service desk or IT support role, with at least 1 year in a leadership capacity as a Team Lead.
  • Bilingual proficiency in English is essential (written and spoken).
  • Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
  • Exceptional problem-solving, analytical, and organizational skills.
  • Excellent interpersonal and communication abilities.
  • Ability to multitask and work in a fast-paced environment.
Seniority level

Not Applicable

Employment type

Full-time

Job function

Information Technology

Industries

Insurance

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