Team Lead

3 days ago

Taguig, National Capital Region, Philippines UST Full time

Team Leadership and Development

  • Guide, encourage, and mentor the healthcare helpdesk team to achieve top performance and high customer satisfaction
  • Offer ongoing training and development to strengthen team members' skills

Incident and Request Management

  • Supervise incoming service desk requests and incidents, ensuring prompt assignment and resolution
  • Initiate and oversee P1/P2 escalation processes and manage technical bridges until incidents are closed
  • Coordinate incident investigations and escalate issues to L1, L2, and L3 support teams as required

SLA Compliance and Performance Monitoring

  • Ensure response and resolution times meet service level agreements (SLAs)
  • Track team performance and implement strategies to consistently meet / exceed SLA goals

Stakeholder Communication

  • Maintain effective contact with stakeholders—customers, business units, and senior management—to keep them informed about service desk activities and incident updates

Process Improvement

  • Continuously assess and refine service desk processes to match changing customer and business requirements
  • Keep all documentation updated, including SOPs, runbooks, and FTF documents

Policy Compliance

  • Ensure all service desk operations follow established policies and procedures

Qualifications

  • Supervisory experience in a call center environment
  • Excellent communication skills
  • Amenable to work nightshift and onsite (McKinley)

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