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Service Desk Lead Specialist

3 weeks ago

Taguig, National Capital Region, Philippines Emapta Global Full time

Job Overview:

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We are seeking an experienced Service Desk Lead Specialist to join our IT team.

The successful candidate will lead a team of IT professionals, ensuring customer-focused service delivery and operational efficiency.

This is a great opportunity for someone who enjoys leading a team and has experience in ITIL Support Level 2 with familiarity in ITIL service management processes and frameworks.

  • Familiarity with medical technologies (e.g., DESP, CHIS, MRI, CT, THLC, CDCs, and mobile fleets) is a plus.
  • You will work closely with various IT and business teams to resolve technical issues, maintain SLAs, and drive process improvements.
  • Maintain and update systems, processes, and documentation, including the Knowledge Base, Service Desk Policies, and Service Catalogue, to ensure efficiency and relevance.

Requirements:

  • At least 1 year of leadership or supervisory experience in a Service Desk environment.
  • Experience in ITIL Support Level 2 with familiarity in ITIL service management processes and frameworks.
  • Knowledge of Asset Management, Knowledge Base use, and ticket management under SLAs.