Service Desk Team Lead

4 days ago


Pasig, National Capital Region, Philippines beBeeTechnical Full time ₱900,000 - ₱1,200,000
Lead IT Service Desk Specialist">

The successful candidate will lead a frontline technical support team, ensuring efficient resolution of IT incidents and service requests.

This role combines technical expertise with leadership and coordination skills to provide high-quality customer service.

Key Responsibilities:

  • Lead and support a team of Service Desk Analysts in daily operations
  • Monitor and report on SLAs, KPIs, and ticket resolution times
  • Manage ticket escalations and complex technical issues
  • Act as a liaison between the service desk and other IT departments
  • Train and onboard new team members; identify training needs
  • Maintain documentation and ensure accurate ticket notes
  • Drive improvements to service desk processes and procedures
  • Promote ITIL best practices across the support team
  • Ensure consistent delivery of excellent customer service

Requirements:

  • Minimum 3 – 5 years in IT support or service desk environment
  • Previous experience in a supervisory or leadership role
  • Strong technical knowledge of desktop, network, and software issues
  • Familiarity with ITSM tools (e.g. Halo, ServiceNow, Zendesk, Jira)
  • Understanding of ITIL framework (certification preferred)
  • Strong communication, problem-solving, and organizational skills
  • Ability to manage high-pressure situations and multiple priorities

Preferred Skills:

  • ITIL V4 Foundation certification
  • Experience with Active Directory/ Microsoft Tools
  • Exposure to enterprise environments
  • Experience with coaching and mentoring team members
  • Leadership and motivational ability
  • Calm under pressure
  • Customer focused mindset
  • Detail-oriented and proactive
  • Understanding of PCI/SOC compliance


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