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Service Desk Team Lead

1 month ago

Cebu City, Central Visayas, Philippines Quess Phils. Corp. Full time
Job Title: Service Desk Coordinator

Location: Cebu City

Job Responsibilities:
  • Lead a team of 20-30 skilled IT Analysts, providing guidance, development, and motivation to ensure exceptional customer service and team performance.
  • Oversee daily team operations, ensuring department goals, such as service level, quality, and staffing, are met, and adjust schedules as needed to meet Service Level Agreements.
  • Continuously verify accuracy of results and drive a culture of continuous improvement, new approaches, and personal excellence.
  • Effectively communicate key messages to direct reports, ensuring they are well-informed about issues impacting them or their clients.
  • Praise and share feedback with direct reports regarding their performance, suggesting improvements, changes, or updates when applicable.
  • Develop and audit quality assurance strategies to deliver world-class service.
  • Interview candidates for new positions and address personnel issues in a timely manner, including disciplinary actions.
  • Escalate customer issues and apply knowledge of information systems products and services to assist users.
Qualifications:
  • 2-3 years of experience in a Technical Help Desk Environment in a Supervisor support role to a large customer base.
  • 1-2 years of work experience in a customer services environment in a Supervisor support role or equivalent skills experience.
  • 1-2 years of experience supporting PC, Macintosh, iPhone, Printers, MS-Outlook, Windows 7, 10 OS, MS-Office 2013 and 2016 (Office 365).
  • Outcome-oriented with a commitment to achieving personal, client, and company goals.
  • Ability to work in a fast-paced environment and maintain focus on key priorities.
  • Strong understanding of the call center environment and strong leadership skills.
  • Must be able to work independently and a flexible schedule to accommodate DR situations during off hours.
  • Strong English (verbal and written) skills.

*This is a rotational shift job, including night shifts. Shift timings will be provided during onboarding. Candidates must be flexible.*