Service Desk Team Leader

2 days ago

Manila, National Capital Region, Philippines LanceSoft Inc Full time ₱1,500,000 - ₱2,500,000 per year

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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