IT Support Team Lead

6 days ago


Taguig, National Capital Region, Philippines Willis Towers Watson Full time
About the Role

The Service Desk Manager will be responsible for overseeing the daily operations of a skilled team providing first-line support for technical products managed by Insurance Technology. This includes setting goals, developing processes, and leading the team to ensure alignment with organizational objectives.

Key Responsibilities
  • Manage the daily activities of the Service Desk team to ensure effective issue resolution and high-quality customer service.
  • Develop and execute a strategic plan for the Service Desk aligned with business goals, driving continuous improvement initiatives to enhance service delivery.
  • Lead and develop a high-performing Service Desk team, focusing on skills development and knowledge sharing to improve technical capabilities.
  • Oversee the day-to-day performance of the Service Desk team, ensuring that service level agreements (SLAs) and operational level agreements (OLAs) are met.
Qualifications and Skills
  • Proven track record of managing large technical teams across different time zones and geographies.
  • Experience in cloud technologies and hosting provisions, with expertise in Microsoft Azure.
  • Accreditation in ITIL and Azure is advantageous.
  • Strong communication and leadership skills, with the ability to transition between strategic and detailed operational levels.


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