Service Desk Team Leader | IT Service Desk | Cebu | Onsite

Gratitude Inc

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2 months ago

Service Desk Team Leader | IT Service Desk | Cebu | Onsite

2-13 Year(s)

₱ 62 - ₱ 64K p.m

Cebu Central Visayas

Job Description

Key Skills

Communication Customer Service ITIL Technical Support Team Leader Service Desk BPO Skills BPO/ITES customer support IT SERVICE DESK Desktop Support Team leader BPO escalation IT Help Desk Techinican Desktop Support Experience Technical Customer Support/Operations KPI at least 2 years’ work experience as IT Helpdesk/Service Desk/Tech Support Help Desk/ IT Service Desk IT Helpdesk Experience ITIL knowledge Good Communication skills and ability to handle client escalations and client calls in English language. Service Now Experience Ability to monitor KPIs, analyze performance data, identify trends, and drive performance improvements. Strong knowledge of KPIs, SLAs, and performance management SLA & KPI Adherence

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Job Summary

About the Role

We are looking for an experienced Service Desk Team Leader to lead a team of Service Desk Analysts in a fast-paced 24x7 IT support environment. The successful candidate will oversee daily service desk operations, ensure service level compliance, coach team members, manage escalations, and drive operational excellence while delivering exceptional customer support.

Roles and Responsibilities

Team Leadership

Lead, mentor, and manage a team of Service Desk Analysts.

Conduct coaching sessions, one-on-one meetings, and performance evaluations.

Monitor attendance, schedule adherence, and workforce utilization.

Support employee development and succession planning.

Service Desk Operations

Oversee incident management from ticket creation through resolution.

Monitor ticket queues and ensure timely assignment and escalation.

Drive compliance with contractual SLAs and operational KPIs.

Manage support across voice, chat, email, and ticketing channels.

IT Service Management

Apply ITIL best practices in incident, request, and problem management.

Ensure adherence to service management policies and procedures.

Conduct root cause analysis for recurring issues and SLA breaches.

Identify opportunities for process improvement and automation.

Stakeholder & Client Management

Participate in governance meetings and client reviews.

Provide operational updates and performance reports.

Collaborate with internal IT teams and business stakeholders.

Handle customer escalations professionally.

Reporting & Continuous Improvement

Prepare operational dashboards and SLA reports.

Analyze trends and recommend process enhancements.

Support continuous improvement initiatives.

Ensure documentation and knowledge articles remain current.

Qualifications

Bachelor's Degree in IT, Computer Science, Engineering, or a related field (or equivalent experience).

4–6 years of IT Service Desk or Technical Support experience.

1–2 years of Team Lead or Supervisory experience.

Experience in a BPO or IT Outsourcing environment.

Experience supporting enterprise Service Desk operations.

Experience managing voice, chat, email, and ticket support channels.

Role

Infrastructure & Technology Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Antony Maweu

Recruiter - Gratitude Inc

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