Information Technology Service Desk Team Lead

6 hours ago

Taguig, National Capital Region, Philippines Tata Consultancy Services Full time ₱2,000,000 - ₱2,500,000 per year

Job Overview

The IT Service Desk Lead will be responsible for overseeing the day-to-day operations of the IT Service Desk team, ensuring high-quality support and service delivery across the organization. This role requires strong leadership, problem-solving abilities, and deep technical expertise to drive efficiency, customer satisfaction, and continuous improvement in IT support services.

Key Responsibilities

  • Lead and manage the IT Service Desk team to deliver excellent customer service and technical support.
  • Oversee incident management, problem management, change management, and service request fulfillment in line with ITIL
  • best practices.
  • Monitor service desk operations to ensure SLAs are met and customer satisfaction is maintained.
  • Provide guidance, motivation, and coaching to team members to achieve performance and development goals.
  • Manage escalations, analyze root causes, and implement corrective/preventive actions.
  • Collaborate with cross-functional IT teams to improve processes, implement solutions, and support business needs.
  • Utilize ITSM tools (ServiceNow) for workflow management, reporting, and continuous improvement.
  • Ensure compliance with information security standards and company policies.
  • Drive initiatives in risk management, strategic planning, and process improvement
  • (Lean Six Sigma, RCA, PDCA).

Required Skills and Qualifications

  • Proven experience in
    people management
    and team leadership within IT Service Desk or similar environment.
  • Strong decision-making, risk management, and
    strategic thinking
    skills.
  • Technical expertise in:
  • ITSM (ServiceNow)
  • Call Center platforms (Genesys/Gencloud)
  • Active Directory, O365, Virtualization, Networking
  • Remote support tools (e.g., Bomgar)
  • Solid knowledge of ITIL practices (Incident, Problem, Change, Service Request Management).
  • Background in information security and compliance standards.
  • Excellent communication (verbal and written) and interpersonal skills.
  • Strong storytelling and presentation abilities to influence and engage stakeholders.
  • Ability to multitask, manage time effectively, and prioritize workload in a fast-paced environment.
  • Customer-focused, proactive problem solver, and a collaborative team player.

Preferred Qualifications

  • ITIL certification.
  • Experience in Lean Six Sigma or similar continuous improvement methodologies.
  • Prior experience in a global IT Service Desk setup or shared services environment.

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