IT Service Desk Team Lead

2 weeks ago


Pasay, National Capital Region, Philippines Eteam Workforce Private Corporation Full time
Job Title: IT Service Desk Team LeadJob Summary:

The IT Service Desk Team Lead will oversee the day-to-day operations of the IT Service Desk team, ensuring that department goals, such as service level, quality, and staffing, are met.

Key Responsibilities:
  1. Lead a team of IT analysts, coaching, developing, and motivating them to provide world-class customer service.
  2. Oversee the day-to-day operation of the team, adjusting schedules as needed to meet Service Level Agreements.
  3. Continuously check for accuracy of results.
  4. Drive a culture of continuous improvements, new approaches, and personal excellence.
  5. Communicate key messages effectively to ensure direct reports are well-informed about issues that may impact them or their clients.
  6. Praise and share feedback with direct reports regarding their performance.
Requirements:

The ideal candidate will have 2-3 years of experience in a technical help desk environment in a supervisor support role, with 1-2 years of experience supporting hardware and software such as PC, Macintosh, iPhone, Printers, MS-Outlook, Windows 7, 10 OS, MS-Office 2013 and 2016 (Office 365).

The candidate must be outcome-oriented, able to work in a fast-paced environment, and maintain focus on key priorities. Strong leadership, customer service, and English skills are also required.



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