Technical Service Management Lead

2 weeks ago


Taguig, National Capital Region, Philippines HCLTech Full time
About the Role

The Technical Service Management Lead is responsible for leading the technical service management team to deliver exceptional service quality and customer satisfaction. The ideal candidate will have strong leadership skills, excellent communication abilities, and extensive experience in technical service management.

Main Responsibilities:
  • Lead the technical service management team to achieve service quality and customer satisfaction goals.
  • Develop and implement technical service management strategies to meet customer business objectives.
  • Manage and maintain technical skills inventory of help desk analysts and work request coordinators.
  • Evaluate technical skills and develop training plans to improve staff performance.
  • Work closely with team leads and SDM/GOM to perform RCA and value-added analysis, and lead problem resolution efforts.
Requirements:
  • 6-7 years' experience in help desk, information management, or customer service delivery fields.
  • Minimum 3 years supervisory experience in managing technical help desks/service desks.
  • PREFERRED MCP/MSCE/MSCA or HDI SCM or Cisco Certified. ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.

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