Service Desk Team Lead

2 days ago

Makati City, National Capital Region, Philippines Stores Specialists Inc. Full time ₱104,000 - ₱130,878 per year
  • The Service Desk Lead oversees the day-to-day operations of the SSI IT Service Desk, with the primary goal of ensuring timely and efficient resolution of user issues and requests.
  • The role makes decisions about the coordination of the team's day-to-day activities to ensure deadlines and service levels are met.
  • Provide guidance, training, and support to Service Desk analysts to ensure they can effectively handle support requests.

ROLES & RESPONSIBILITIES

  • Triage complex issues escalated by Service Desk Analysts and refer to the appropriate support level or subject matter experts and determine time required to resolve..
  • The position makes decisions about how to prioritize and allocate requests, resolve particular problems as they arise and escalate matters as required.
  • Planning and scheduling shift coverage to ensure adequate support for end-users.
  • Ensure incidents and requests are resolved within agreed-upon SLAs and within the team's operational requirements.
  • Monitor ticket queues, manage escalations, and prioritize work streams.
  • Implement and manage the help desk ticketing system.
  • Monitor key performance indicators (KPIs) and performance metrics.
  • Identify areas for improvement and implement solutions to enhance service delivery.

REQUIREMENTS:

  • Completed a Bachelor's Degree education in IT/Computer/Engineering courses; or similar.
  • More than 1 year of IT experience with 1+ years in IT Helpdesk responsibilities in retail or anything similar or related.
  • Must have a Track record of taking initiative to solve critical functional problems -Assumes ownership within own organization and with supporting groups
  • Proven ability to prioritize based upon changing commercial pressures
  • Experience in leadership in IT.
  • Must have excellent spoken and written English and must be highly communicative especially to remote stakeholders; needs a very strong sense of urgency and follow up.
  • Persuasive, confident and diplomatic, and a fast learner.

Job Types: Full-time, Permanent

Work Location: In person

  • service desk team lead

    7 days ago

    Mandaluyong City, National Capital Region, Philippines Microgenesis Business Systems Full time ₱1,200,000 - ₱2,400,000 per year

    The Service Desk Team Lead is responsible for overseeing the daily operations of the IT service desk, ensuring the efficient and effective resolution of user requests, incidents, and problems. This role plays a pivotal part in maintaining high service standards, ensuring compliance with ITIL best practices, and driving continuous service improvements. The...

  • IT Service Desk Team Lead

    7 days ago

    Mandaluyong City, National Capital Region, Philippines ACTIONLAB IT SERVICES PHIL. CORP. Full time ₱300,000 - ₱360,000 per year

    We are seeking a Service Desk Team Lead with strong customer service skills and a solid technical foundation to join our dynamic IT team. The ideal candidate will be responsible for providing first-level support to end-users through various communication channels, including email, phone, chat, and walk-ins.Key Responsibilities:Ticket Management:Create and...

  • Information Technology Service Desk Team Lead

    7 days ago

    Quezon City, National Capital Region, Philippines ActionLabs IT Services Phils. Corp Full time $40,000 - $60,000 per year

    Job Title: Service Desk Team LeadWe are seeking aService Desk Team Leadwith strong customer service skills and a solid technical foundation to join our dynamic IT team. The ideal candidate will be responsible for providing first-level support to end-users through various communication channels, including email, phone, chat, and walk-ins.Key...

  • IT Support Team Lead

    2 weeks ago

    Makati City, National Capital Region, Philippines WSA – Wonderful Sound for All Full time ₱900,000 - ₱1,200,000 per year

    Driven by the passion to improve quality of people's lives, WS Audiology continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.As an IT Support Team Lead, you will...

  • Service Desk Manager

    7 days ago

    Makati City, National Capital Region, Philippines Cambridge University Press & Assessment | Manila Full time ₱88,000 - ₱432,000 per year

    Service Desk ManagerWork setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.Work schedule: Monday to Friday, 3PM to 11PM Manila time, overlaps with UK operating hoursEmployment type: PermanentLocation: Makati City, Metro ManilaPay range: We value transparency and want to...

  • Information Technology Service Desk Manager

    7 days ago

    Makati City, National Capital Region, Philippines SSI Group, Inc. Full time ₱1,200,000 - ₱3,600,000 per year

    ```htmlAbout the CompanyThe Service Desk Manager leads and oversees the operations of the SSI IT Service Desk, with the primary goal of ensuring timely and efficient resolution of user issues and requests.About the RoleThis involves recruiting, training, and mentoring team members to ensure they possess the necessary skills and knowledge to provide...

  • Service Desk Engineer

    7 days ago

    Makati City, National Capital Region, Philippines OSI Digital Full time ₱900,000 - ₱1,200,000 per year

    OSI Digital is looking for service desk engineers having technical and operational skills in service desk management to support systems, operational excellence while focusing on business user experience.This position will have an opportunity to grow to the next level as Lead / ServiceDesk Manager or IT Operations manager based on your experience, skillset,...

  • Technical Lead

    7 days ago

    Quezon City, National Capital Region, Philippines TECHNOGLOBAL TEAM, INC. Full time ₱1,750,000 - ₱2,500,000 per year

    Do you thrive in leading and mentoring staff, maintaining operational excellence and customer satisfaction across the after-hours support window? If yes, we want to hear from you TECHNO-CODED PERKS – Enjoy these BenefitsComprehensive day 1 HMO including 10K medical reimbursementAdditional HMO coverage for your dependent + dental coverageFree lunch meals,...

  • Service Desk Analyst

    2 weeks ago

    Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time ₱250,000 - ₱500,000 per year

    Service Desk Analyst - Level 1Managed Service Delivery - Service DeskAward: Professional Employees AwardPosition-2491ConfidentialCopyright 2019 Data#3 Limited. All rights reservedPage 1 of 3Data 3's vision is to harness the power of people and #technology for a better future.These core values define the expected behaviours of ourpeople, which in turn shape...

  • Service Desk Specialist

    7 days ago

    Makati City, National Capital Region, Philippines Microbase Inc Full time ₱600,000 - ₱1,200,000 per year

    Responsibilities:Frontline Duties: Operate switchboard, route calls, take messages, perform clerical tasks, manage mail, and distribute documents.Administrative Tasks: Monitor and track office supply requests.Service Desk Support: Ensure service desk agreements are met and assist the services team as needed.Technical Service Management: Manage and track...