Service Desk Team Lead

5 days ago

Citynet Mandaluyong City, Philippines Unisys Full time

What success looks like in this role:

  • Lead and manage the Service Desk team to deliver exceptional technical support to end-users.

  • Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.

  • Monitor ticket queues and ensure SLAs and KPIs are consistently met.

  • Provide guidance and mentorship to team members, fostering skill development and performance improvement.

  • Act as an escalation point for complex technical issues and ensure prompt resolution.

  • Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.

  • Conduct regular performance reviews

You will be successful in this role if you have:

  • BA/BS degree and minimum 3+ years' relevant experience

  • Excellent verbal and written communication in English and any additional applicable languages

  • ITIL certification required (Intermediate)

  • Retail experience is plus

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at or alternatively Toll Free: Prompt 4).  US job seekers can find more information about Unisys'  EEO commitment here.

  • IT Service Desk Team Lead

    8 hours ago

    Mandaluyong City, National Capital Region, Philippines ConnectOS Full time

    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 skillsExcellent technical and...

  • Help Desk Team Lead

    1 week ago

    Mandaluyong City, National Capital Region, Philippines Unisys Full time

    Location: City net, Mandaluyong (near MRT Shaw station) Work Arrangement: Fully On-Site and Shifting scheduleA Service Desk Team Leader oversees the daily operations of the IT help desk, ensuring efficient service delivery and high customer satisfaction.Key Responsibilities:Lead and supervise service desk staff, ensuring optimal performance and adherence to...

  • Service Desk Team Lead

    2 weeks ago

    Makati City, National Capital Region, Philippines H2 Software Consulting Services Inc. Full time

    Lead and manage a team of Service Desk Analysts across multiple shiftsDrive performance by monitoring KPIs, SLAs, and customer satisfaction metricsProvide coaching, mentoring, and performance evaluations for team membersManage escalations and coordinate with higher-level support teams as neededEnsure adherence to ITIL processes, company policies, and best...

  • Call Reception/Help Desk Supv

    1 week ago

    Citynet - Mandaluyong City, Philippines Unisys Full time

    What success looks like in this role: • Supervises the efforts of Service Desk teams within an assigned region.• Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred to by Service Desk team members, clients or other teams.• Mentors and trains Service Desk team members to build new...

  • Service Desk Analyst Team Lead

    5 days ago

    Makati City, National Capital Region, Philippines Emapta Full time

    Keep support running. Keep teams winning. If you're ready to step into a role that values your time, your growth, and your leadership-this is it. Here, you'll guide a high-performing support team, strengthen operational excellence, and create real impact every day, while building a stable future in a supportive, structured, and well-balanced environment. ...

  • Service Desk-Supervisor

    1 week ago

    Mandaluyong City, National Capital Region, Philippines Unisys Full time

    Location: City net, Mandaluyong (near MRT Shaw station)Work Arrangement: Fully On-Site and Shifting scheduleKey ResponsibilitiesSupervises the efforts of Service Desk teams within an assigned region.Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred to by Service Desk team members, clients...

  • Service Desk Supervisor

    1 week ago

    Mandaluyong City, National Capital Region, Philippines Unisys Full time

    What success looks like in this role: • Supervises the efforts of Service Desk teams within an assigned region.• Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred to by Service Desk team members, clients or other teams.• Mentors and trains Service Desk team members to build new...

  • Service Desk and Documents and Records Controller Team Lead

    5 days ago

    Cebu City, , Philippines Op360 Full time

    Responsibilities:​Compliance Service Desk OperationsServe as the main point of contact for all compliance -related requests and queries submitted through the service desk.​Coordinate with internal teams to ensure timely and appropriate resolution of requests related to audits, documentation, risk registers, and control evidence.Track service desk metrics...

  • ITIL-Certified Service Desk Supervisor

    1 week ago

    Mandaluyong City, National Capital Region, Philippines Unisys Full time

    We Believe in BetterWe are a global technology solutions company that powers breakthroughs for the world's leading organizations. These solutions — digital workplace, cloud, applications & infrastructure, enterprise computing and business process solutions — help people overcome obstacles and not only reach their greatest potential but go beyond it.At...

  • Service Desk Team Leader

    1 week ago

    Citynet - Mandaluyong City, Philippines Unisys Full time

    What success looks like in this role: • Troubleshoots and resolves complex issues including: o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop...