Service Desk Team Leader

Gratitude Inc

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1 week ago

Service Desk Team Leader

5-7 Year(s)

Cebu Central Visayas (San Fernando, Mandaue City)

Job Description

Key Skills

Coaching ITIL JIRA Root cause analysis Team Handling Team Leader Team Management ITSM WFM Team Leader coaching skills coaching methodologies and tools. Help Desk/ IT Service Desk Proficiency in using Jira and Confluence

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We are seeking a candidate who can

Lead high-performing Service Desk teams in a fast-paced 24x7 environment, driving operational excellence, ITIL best practices, and exceptional customer experiences. Ensure reliable IT support services by meeting SLAs, optimizing service performance, and fostering a culture of continuous improvement.

Key Responsibilities:

-Lead, mentor, and develop a team of Service Desk Analysts.

-Drive SLA, KPI, and customer satisfaction targets.

-Oversee incident, request, escalation, and ticket queue management.

-Ensure compliance with ITIL service management processes.

-Monitor workforce utilization, scheduling, attendance, and performance.

-Conduct coaching, performance reviews, and team development sessions.

-Perform root cause analysis and implement process improvements.

-=Prepare operational reports, dashboards, and governance presentations.

-Collaborate with clients and cross-functional teams to enhance service delivery.

-Champion operational excellence and continuous service improvement.

Ready to lead, inspire, and deliver exceptional service? Submit your application below via email today and

Join a team that powers business success through technology.

Role

Account Manager

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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