Service Desk Team Lead

2 days ago

Makati City, National Capital Region, Philippines First Datacorp Full time ₱2,000,000 - ₱2,500,000 per year

RESPONSIBILITIES:

  • Supervise support teams to ensure SLA compliance and timely issue resolution
  • Oversee daily operations of the Managed IT Support Services
  • Coordinate and communicate effectively with the customer's IT Management Team
  • Act as the escalation point for Team Supervisors
  • Ensure adherence to all operational and contractual commitments
  • Deliver performance reporting, data analysis, and metric-driven insights
  • Implement and manage Talent Development, Quality Audits, and Training Programs
  • Drive continuous improvement initiatives and process optimization
  • Support PC inventory and asset management
  • Facilitate communication around outages and emergency activities under the guidance of the customer's IT team

QUALIFICATIONS

  • Proven experience in IT Service Desk or Managed IT Operations (at least 3 years)
  • Strong leadership, communication, and escalation management skills
  • Familiarity with SLA management, ticketing systems, and ITIL practices
  • Experience in reporting, analysis, and service metrics

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