IT Service Desk Team Lead

1 day ago

Quezon City, National Capital Region, Philippines Wipro Philippines Inc. Full time ₱1,200,000 - ₱2,400,000 per year
Job Title: IT Service Desk Lead

Location: Quezon City, Manila (Hybrid)

Company: Wipro Philippines

Employment Type: Full-Time


Job Description:

We are seeking a highly motivated and experienced IT Service Desk Lead to oversee day-to-day operations of our service desk team. The ideal candidate will have strong leadership skills, a solid technical background, and a passion for delivering excellent IT support services.


Key Responsibilities:
  • Lead and manage the IT Service Desk team to ensure timely and effective resolution of technical issues.
  • Monitor service desk performance metrics and drive continuous improvement.
  • Act as an escalation point for complex technical issues.
  • Collaborate with cross-functional teams to support IT initiatives and projects.
  • Ensure compliance with IT policies, procedures, and SLAs.
  • Provide coaching, mentoring, and training to service desk staff.

Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • Minimum 5 years of experience in IT support, with at least 2 years in a leadership role.
  • Strong knowledge of ITIL practices and service management tools.
  • Excellent communication and problem-solving skills.
  • Ability to work in a fast-paced, customer-focused environment.
  • Thai language proficiency is a plus but not required.

Preferred Skills:
  • Experience supporting multinational teams or clients.
  • Familiarity with remote support tools and ticketing systems (e.g., ServiceNow, Jira).
  • Certifications such as ITIL, CompTIA, or Microsoft are an advantage.

What We Offer:
  • Competitive salary and benefits package
  • Opportunities for career growth and development
  • Inclusive and collaborative work environment

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