Service Desk Team Leader
3 hours ago
Key Responsibilities
• Lead and manage the Service Desk team to deliver exceptional technical support to end-users.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Monitor ticket queues and ensure SLAs and KPIs are consistently met.
• Provide guidance and mentorship to team members, fostering skill development and performance improvement.
• Act as an escalation point for complex technical issues and ensure prompt resolution.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Conduct regular performance reviews Key Qualifications
• BA/BS degree and minimum 3+ years' relevant experience
• Excellent verbal and written communication in English and any additional applicable languages
• ITIL certification required
Job Types: Full-time, Permanent
Application Question(s):
- How many years of experience you have in Service desk ?
- Do you have ITIL Certification ?
- May i know your expected salary ?
- are you okay with onsite job in Mandaluyong ?
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