IT Service Desk Team Lead

22 hours ago

Mandaluyong City, National Capital Region, Philippines ACTIONLAB IT SERVICES PHIL. CORP. Full time ₱250,000 - ₱300,000 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 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.

Job Type: Full-time

Pay: Php25, Php30,000.00 per month

Benefits:

  • Health insurance
  • Paid training

Application Question(s):

  • What is your expected salary?
  • Are you willing to be assigned in Mandaluyong?

Willingness to travel:

  • 100% (Required)

Work Location: In person

  • Information Technology Service Desk Team Lead

    23 hours 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 Team Lead

    22 hours ago

    Mandaluyong City, National Capital Region, Philippines ConnectOS Full time ₱840,000 - ₱1,080,000 per year

    Salary: P70,000-P90,000 (Monthly Package)Schedule: Monday- Friday (05:00 AM to 02:00 PM 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...

  • Service Desk

    22 hours ago

    Quezon City, National Capital Region, Philippines Actionlabs IT Services Full time ₱4,800,000 - ₱6,000,000 per year

    Pay: ₱30, ₱50,000.00 per monthJob description:Job descriptionBachelors degree in IT, CS, or any Computer related courses only3 years of experience as Technical / Helpdesk /3 years of experience in CITRIX/ CLOUDExperience in handling Infrastructure (network & servers) and Application (system, application and cloud) issuesFollow ITIL Practices (Incident &...

  • Service Desk Analyst

    7 days ago

    Mandaluyong City, National Capital Region, Philippines Unisys Full time

    Service Desk Analyst page is loaded## Service Desk Analystlocations: Citynet - Mandaluyong Citytime type: Full timeposted on: Posted Todayjob requisition id: REQ567771**What success looks like in this role:**• Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service...

  • IT Service Desk Analyst

    23 hours ago

    Mandaluyong City, National Capital Region, Philippines Emerson Electric (Asia) Limited - ROHQ Full time $40,000 - $60,000 per year

    Emerson's 130+ years of history have been filled with achievements and challenges that have driven innovative thinking and bold transformations, molding us into the company we are today. By joining us as a Tier I Analyst, IT Service Desk, you will be the first level point of contact for any IT-related incidents or requests. By working in an ITIL-aligned...

  • Technical Lead

    22 hours ago

    Quezon City, National Capital Region, Philippines TECHNOGLOBAL TEAM, INC. Full time $900,000 - $1,200,000 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,...

  • IT Service Desk Specialist

    22 hours ago

    Mandaluyong City, National Capital Region, Philippines Emerson Full time ₱500,000 - ₱1,000,000 per year

    Emerson's 130+ years of history have been filled with achievements and challenges that have driven innovative thinking and bold transformations, molding us into the company we are today. By joining us as aRemote Support Specialist, IT Service Desk,you will be joining a highly technical team that handles advanced support tasks. You will work with a highly...

  • Senior Service Desk Analyst

    22 hours ago

    Mandaluyong City, National Capital Region, Philippines ConnectOS Full time ₱500,000 - ₱1,000,000 per year

    Schedule: 5:30 AM to 2:30 PM PHT (Rotating Shift)What are we looking for?At least 3+ years' experience in a service desk environment or call center. Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10. ITIL foundations are desirable. Exposure to ServiceNow, Salesforce, Active...

  • Senior Service Desk Analyst

    23 hours ago

    Mandaluyong City, National Capital Region, Philippines ConnectOS Full time ₱500,000 - ₱1,000,000 per year

    Schedule: Monday- Friday, Rotating Shift (05:30 AM - 02:30 PM PHT)What are we looking for?Skills Required:At least 3+ years' experience in a service desk environment or call center. Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10. ITIL foundations are desirable. Exposure...

  • IT Service Desk

    21 hours ago

    Quezon City, National Capital Region, Philippines Stark Asia Solutions, Inc Full time ₱400,000 - ₱480,000 per year

    Qualifications:Must have 1 year experience as IT Service Desk or TSR orMust have 3 years experience as IT Service Desk or Help DeskHas experience using ServiceNow (Snow) and Active DirectoryProficient using Microsoft Outlook, Microsoft 365 and MS TeamsHas experience in software and hardware troubleshooting, VPN and CitrixExcellent English communication...