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Technical Operations Director

2 weeks ago

Manila, National Capital Region, Philippines IT by Design Philippines Inc. Full time

Job Title: Service Desk Team Leader

The Opportunity:

We are seeking a highly motivated and experienced Service Desk Team Leader to lead and manage our team of technical professionals, ensuring the delivery of exceptional customer service to our clients.

Key Accountabilities:
  • Lead and manage a team of System Administrators and Engineers to ensure fair workload distribution, motivating them to perform at their best and providing coaching and feedback to help them grow in their roles.
  • Act as the primary escalation point for critical technical issues and service escalations, ensuring timely resolution and maintaining high service standards.
  • Work closely with the Service and Process Improvement Analysts to ensure smooth day-to-day operations, monitoring and improving SLA performance, and identifying opportunities for process improvement and driving innovation within the Managed Services function.
  • Conduct monthly one-on-one meetings and quarterly performance reviews with individual team members to identify areas for improvement and provide coaching and feedback.
Requirements:
  • Bachelor's degree in Information Technology, Business Studies, Computing, or a related field (preferred).
  • Proven experience in leading and mentoring teams, with the ability to step up in the absence of a senior leader.
  • Excellent written and verbal communication skills, with prior experience in servicing and engaging with onshore clients.