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Service Desk Operations Lead

1 week ago

Manila, National Capital Region, Philippines HedgeServ Full time

About Us

HedgeServ is seeking a Service Desk Operations Lead to support its global engineering and operations functions. This role involves providing technical assistance, coordinating resources, and ensuring the smooth operation of both the tech stack and operations technologies.

A successful candidate will possess excellent communication skills, both verbal and written, and be able to work effectively in a dynamic environment. They will also have the ability to manage multiple priorities and ensure timely resolution of technical issues.

Responsibilities

  • Lead the Service Desk team in providing internal customer-facing technology services.
  • Improve user experience through technology and workflow enhancements.
  • Conduct audits and monitor performance metrics.
  • Communicate high-priority incidents and facilitate post-resolution activities.
  • Coordinate escalation contacts and arrange for onsite support when necessary.
  • Address Alert tickets with urgency.