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IT Service Desk Team Lead

1 month ago

Cebu City, Central Visayas, Philippines Eteam Workforce Private Corporation Full time
Job Title: IT Service Desk Coordinator

Join Eteam Workforce Private Corporation as an IT Service Desk Coordinator and take on a challenging role that requires strong leadership and technical skills.

Job Summary

We are seeking a highly motivated and experienced IT Service Desk Coordinator to lead a team of skilled IT Analysts and provide world-class customer service to our clients.

Key Responsibilities
  • Lead a team of 20-30 IT Analysts and coach, develop, and motivate them to deliver exceptional customer service.
  • Oversee the day-to-day operation of the team and ensure that department goals, such as service level, quality, and staffing, are met.
  • Continuously check for accuracy of results and drive a culture of continuous improvements.
  • Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their clients.
  • Develop and audit quality assurance strategies to ensure the delivery of world-class service.
  • Interview candidates for new positions and ensure personnel issues are dealt with in a timely manner.
  • Take escalated issues from customers and apply understanding and knowledge of information systems products and services to assist users.
Requirements
  • 2-3 years of working experience in a Technical Help Desk Environment in a Supervisor support role to a large customer base.
  • 1-2 years' work experience in customer services environment in a Supervisor support role or having equivalent kind of skills experience.
  • 1-2 years' experience supporting PC, Macintosh, iPhone, Printers, MS-Outlook, Windows 7,10 OS, MS-Office 2013 and 2016 (Office 365).
  • Outcome-oriented with a commitment to achieving personal, client, and company goals.
  • Ability to work in a fast-paced environment and maintain focus on key priorities.
  • Strong understanding of the call center environment and the key levers to enhance performance.
  • Must be able to work independently and a flexible schedule to accommodate DR situations during off hours.
  • Strong interpersonal skills, leadership skills, and customer service skills.
Additional Qualifications
  • Disaster Recovery (DR) experience is a plus.

We offer a competitive salary of Php52,000 basic pay + Php1,500 non-taxable allowance and a dynamic work environment that values innovation and teamwork.