IT Service Desk Team Lead

Schedule: Monday to Friday (6:00AM - 3:00PM PHT)

What are we looking for?

Skills Required:

• Demonstrated experience in leading a team of IT Service Desk and/or IT Operational department within a complex multi-location business.
• At least 2 years' experience in a service desk environment or call centre.
• Excellent customer services skills
• Excellent technical and troubleshooting skills.
• Ability to understand requirements and documentation procedures.
• Ability to work effectively both independently and as part of a team.
• Knowledge of the retail industry highly desired.
• Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10
• Exposure to ServiceNow, Salesforce, Active Directory, Share Point and Point of Sales (POS) desirable.
• Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony and mobile devices.

What will you do?

As part of your role as a Service Desk Team Lead, you'll be responsible for:

• Engagement and Incident Management: Warmly engage team members, understanding and prioritizing their incidents. Ensure a high level of incidents and requests are addressed efficiently, while maintaining a low average age of incidents.
• Service Management:
• Response and Resolution: Address incidents and requests based on priority and within set time frames. Document actions clearly in each ticket. Utilize Knowledge Articles for effective troubleshooting before escalating.
• Service Improvement: Identify trends to reduce service interruptions and minimize impact. Collaborate for problem management. Contribute new procedures to the Knowledge Management System.
• Best Practices: Uphold ITIL standards in Incident, Problem, and Change Management, aligning with agile methodologies.
• Leadership:
• Uphold company values.
• Role Clarity and Feedback: Clarify role responsibilities. Regularly document and review performance expectations. Provide and seek feedback.
• Personal Development: Identify personal development needs and engage in development activities. Lead or participate in change initiatives.
• Equipment Operated/Technology Used:
• Tools and Technologies: Proficient in Microsoft Windows, Office 365, ServiceNow, Active Directory, AirWatch, VMware, SharePoint, and other relevant Information and Communication Technologies.
• Other duties as assigned.

Teamwork and Relationships:

• Work with other IT team members to achieve the common goals of the team.
• Establish and maintain strong working relationships with other team members.
• Work closely with third party vendors and support personnel
• Attend to scheduled meetings, training sessions and group activities.
• Foster good communication with your workplace colleagues
• Promote collaborative teamwork while demonstrating a positive can-do attitude.
• Bolster IT's reputation by building relationships with our customers and increasing their confidence and trust in us.
• Work and liaise with people from a diverse range of multicultural background

Join the awesome team and enjoy these benefits & perks:

• Office-based Work Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

JOIN CONNECTOS NOWConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

ConnectOSCareers #JoinConnectOS #ConnectOSTech Equal Employment StatementEmployment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.