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Service Desk Team Lead

3 weeks ago

Manila, National Capital Region, Philippines Microbase Inc Full time

**Job Summary:**

We are seeking a skilled Customer Support Manager to lead our service desk team and ensure exceptional customer satisfaction.

  • As the primary point of contact for customers, this role requires strong communication skills to resolve issues efficiently and effectively.
  • The ideal candidate will have at least 1-2 years of experience in managing a team and be proficient in MS Office applications.
  • They must also possess excellent organizational and interpersonal skills to ensure seamless collaboration with internal and external stakeholders.

Responsibilities:

  • Monitor service desk requests through various channels, update schedules as necessary, and maintain accurate records.
  • Coordinate engineer schedules with clients and partners, ensuring proper documentation and effective time management.
  • Manage petty cash reimbursements and guarantee the service desk team meets agreed-upon SLA standards.
  • Act as a reliever for absent service desk specialists, monitoring services mailboxes and transferring emails to designated folders when needed.
  • Serve as the first level of escalation for customer concerns, utilizing excellent problem-solving skills to resolve complex issues.
  • Conduct performance evaluations for staff under supervision, provide continuous feedback, and take action to recognize achievements and address deficiencies.
  • Ensure team compliance with company policies, issuing disciplinary actions when necessary, and maintaining a positive work environment.
  • Perform other duties as assigned by management.