Service Desk Lead

3 days ago

Cebu City, Central Visayas, Philippines Agileit IT consultancy Full time ₱900,000 - ₱1,200,000 per year

We are seeking a highly motivated and experienced Service Desk Lead to oversee and manage our service desk operations. The ideal candidate will ensure timely resolution of client issues, enforce SLA adherence, and lead the service desk team to deliver exceptional customer support.

Key Responsibilities

·       Lead and manage day-to-day operations of the service desk team.

·       Ensure compliance with SLAs and escalation procedures across all clients.

·       Act as the primary escalation point for critical incidents and service issues.

·       Develop, implement, and refine service desk processes and best practices.

·       Oversee multi-tenant client portals and ensure accurate ticket handling.

·       Coordinate with system administrators, engineers, and other teams for ticket resolution.

·       Monitor and report on service desk performance metrics and KPIs.

·       Train, mentor, and develop service desk agents to ensure high service standards.

·       Collaborate with stakeholders to improve client satisfaction and service delivery.

·       Support onboarding of new clients into the service desk platform.

Requirements

·       Proven experience in a Service Desk Lead, Team Lead, or similar IT support leadership role.

·       Strong knowledge of ITIL processes and service desk best practices.

·       Hands-on experience with service desk platform ManageEngine ServicDesk Plus MSP.

·       Ability to manage multi-tenant service desk environments and SLA policies.

·       Excellent communication, leadership, and problem-solving skills.

·       Experience managing a team in an MSP or IT services environment is highly desirable.

·       Ability to produce and analyze reports for continuous improvement.

·       Strong technical background in IT support, infrastructure, or systems administration.

What We Offer

·       Competitive salary and benefits package.

·       Opportunity to work with leading ITSM and MSP tools.

·       Collaborative and supportive team environment.

·       Professional growth and training opportunities.

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