Service Desk Lead

6 days ago

Taguig, National Capital Region, Philippines RecruitNest Consulting Full time

Job Expectations:

  • Position Type: Experienced - Senior/Lead
  • Employment Type: Full-Time; Permanent (Direct Hire)
  • Work Setup & Location: Onsite - McKinley Hill, Taguig
  • Work Schedule: Mondays - Fridays; Night Shift
  • Openings: 10+ FTEs
  • Industry: BPO & IT Consulting

About the Job:
We are seeking an experienced Service Desk Team Leader to oversee a team of Service Desk Analysts and ensure the efficient day-to-day delivery of IT support services. In this role, you will be responsible for maintaining high standards of customer service, monitoring performance metrics, and ensuring service targets are consistently met. You will provide guidance and mentorship to the team, manage escalations, perform root cause analysis, and support initiatives aimed at enhancing service quality and operational efficiency.

Qualifications:

  • At least 2 years of relevant work experience as a Service Desk Team Leader (open to candidates from TSR/CSR or SD TL backgrounds).
  • Proven experience in handling escalations, performing root cause analysis, and ensuring SLA compliance.
  • Experience with Windows operating systems, Active Directory, Exchange, and MS Office Suite.
  • Familiar with ITSM tools such as ServiceNow, Remedy, or similar platforms.
  • Knowledge of hardware, software, and network troubleshooting.
  • Excellent leadership and communication skills, with the ability to coach, motivate, and develop team members.
  • Excellent interpersonal and English communication (written and verbal) skills.
  • Willing to work on-site at McKinley Hill, Taguig.
  • Willing to work US hours (night/graveyard shift).
  • Can start immediately, if possible.

Some of the Benefits:

  • HMO: 150K MBL for employee + 3 dependents, Day 1 coverage
  • 5K annual medicine reimbursement
  • 12 VLs & 12 SLs/year (8 SLs convertible to cash)
  • Optional insurance available at employee's cost

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