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Service Delivery Lead

2 weeks ago

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

Job Title: Service Desk Team Leader

About the Role:

We are looking for a seasoned Service Desk Team Leader to oversee the daily activities of our team, ensuring that we deliver top-notch customer service to our clients.

Responsibilities:
  • Manage a team of 10+ System Administrators and Engineers across L1, L2, and L3 levels, providing guidance and support to help them excel in their roles.
  • Serve as the primary liaison with clients regarding post-sales requirements and service delivery, ensuring that their needs are met and exceeded.
  • Collaborate with Service Management to monitor and improve SLA performance, identifying opportunities for process improvement and driving innovation within the Managed Services function.
  • Actively contribute to technical problem-solving, including handling customer issues and escalations, managing support tickets, and overseeing Test Labs to support continuous technical learning for the team.
What We're Looking For:
  • 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.
  • Strong hands-on experience in troubleshooting and managing Desktop & Server Administration, Networking, Active Directory (AD), Office 365, and VMware.