Information Technology Service Desk Team Lead

2 weeks 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 Lead

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 log tickets based on customer requests, incidents, or inquiries received via email, phone, walk-in, or service portal.
  • Accurately prioritize and categorize issues based on severity and impact.
  • Provide timely status updates to end users regarding ticket progress and resolution.
  • Technical Support:
  • Provide general guidance and first-level support on technical issues through troubleshooting, problem analysis, and information gathering.
  • Escalate unresolved issues to appropriate support groups (Level 2/3) following established escalation procedures.
  • Identify and assign appropriate onsite resources when needed.
  • Process & Service Excellence:
  • Monitor ticket progress to ensure timely resolution within defined
    Service Level Agreements (SLAs)
    .
  • Submit end-of-day reports to the Team Lead, detailing ticket status and counts.
  • Update and maintain knowledge base articles and documentation.
  • Recommend improvements to service desk operations and contribute to process enhancement initiatives.
  • Incident & Communication Management:
  • Manage critical incidents with urgency, ensuring proper escalation and communication.
  • Interface with customer focal points and third-party service providers as needed for incident resolution.
  • Provide standard reports and analysis of tickets to identify trends and opportunities for improvement.
  • Multi-Channel & Multi-Function Support:
  • Handle customer concerns across various support channels such as voice, email, chat, and chatbot.
  • Support multi-functional service desk operations and extended service hours as required.

Qualifications:

  • At least
    1–2 years of experience
    as a
    Service Desk Team Lead or similar role
    .
  • Proven experience in using
    ServiceNow
    or other ITSM ticketing tools.
  • Experience with
    basic troubleshooting
    of hardware, software, and network issues.
  • Demonstrated ability in
    people management
    , team coordination, and workload prioritization.
  • Can start
    ASAP.

Skills & Traits:

  • Strong communication and interpersonal skills.
  • Analytical mindset with a focus on continuous improvement.
  • Business acumen with the ability to balance technical support and customer satisfaction.
  • Ability to work under pressure and manage multiple tasks simultaneously.

Additional Requirements:

  • Ability to work flexible hours, including extended shifts when necessary.
  • Must be proactive, collaborative, and service-oriented.
  • Strong attention to detail and documentation.

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