Urgent: IT Service Desk Team Lead

2 weeks ago

Davao City, Davao, Philippines Teleperformance Full time ₱600,000 - ₱1,200,000 per year

About the role

This is an exciting opportunity to join Teleperformance as an IT Service Desk Team Lead based in Davao. As the IT Service Desk Team Lead, you will be responsible for leading a team of IT support specialists to deliver high-quality IT services and support to our clients. This is a full-time role.

What you'll be doing

  • Manage and lead a team of IT service desk specialists to ensure efficient and effective delivery of IT support services
  • Assign, monitor and review the work of the team to meet service level agreements and key performance indicators
  • Provide coaching, mentoring and development opportunities to team members to enhance their skills and knowledge
  • Identify and implement process improvements to optimise service delivery and enhance the customer experience
  • Liaise with other IT and business teams to coordinate the resolution of complex issues
  • Contribute to the development of IT service management policies, procedures and best practices
  • Monitor and report on team and individual performance metrics
  • Ensure compliance with relevant IT policies, procedures and regulatory requirements

What we're looking for

  • Minimum 1-2 years of experience in a team lead or supervisory role within an IT service desk or technical support environment
  • Strong customer service orientation and the ability to lead and motivate a team to deliver excellent IT support
  • Demonstrable experience in incident, problem and change management processes
  • Proficient in the use of IT service management tools and ticketing systems
  • Knowledge of IT infrastructure, software, and hardware support
  • Excellent communication, interpersonal and problem-solving skills
  • Ability to work effectively in a fast-paced, dynamic environment
  • Relevant IT certifications (e.g. ITIL, CompTIA A+) would be an advantage

About us

Teleperformance is a global leader in customer experience management and business process outsourcing. With a presence in over 80 countries, we provide innovative solutions and services to some of the world's largest brands. Our mission is to deliver exceptional customer experiences and drive business success for our clients. We are a dynamic, diverse and inclusive organisation that values our employees and invests in their growth and development.

Apply now for this exciting opportunity to be part of our team

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