Service Desk Team Lead

3 days ago

Manila, National Capital Region, Philippines Nezda Technologies, Inc. Full time ₱900,000 - ₱1,200,000 per year
Key Responsibilities
  • Manage daily Service Desk operations and ensure SLA adherence
  • Handle escalations, perform root cause analysis, and drive resolution
  • Provide L1 support across hardware, software, and network issues (phone, email, chat)
  • Coordinate with L2/L3 support teams and vendors for complex cases
  • Oversee user account provisioning and management (Active Directory, Exchange)
  • Maintain knowledge base, provide training/coaching to new hires
  • Deliver clear documentation (standards, configurations, diagrams)
  • Support ITSM processes using ServiceNow/Remedy
  • Perform routine maintenance and updates in coordination with IT teams
Must-Have Qualifications
  • 2–3 years of experience as a Service Desk Team Lead (TSR or SD TL)
  • Strong background in Windows OS (7/XP/Vista) and MS Office Suite
  • Hands-on knowledge of Active Directory, Exchange, VPN, and remote access tools
  • Familiarity with ITSM tools (ServiceNow, Remedy, etc.)
  • Strong communication and interpersonal skills
Good-to-Have
  • Exposure to server, network, and storage troubleshooting
  • Knowledge of desktop applications (WinZip, Acrobat, browsers, etc.)
  • Experience training and coaching team members
  • Vendor management experience
Why Join Us
  • Lead a skilled Service Desk team in a global IT environment
  • Opportunity to coach, mentor, and make a direct impact on service quality
  • Work with a broad range of technologies and tools

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