Service Desk Team Leader

Gratitude Inc

110 Views

1 week ago

Service Desk Team Leader

4-6 Year(s)

₱ 52.9 - ₱ 62.9K p.m

Cebu Central Visayas

Job Description

Key Skills

Service Desk ITSM BPO Service Desk ITSM Tools: ServiceNow, JIRA, or similar platforms ITIL knowledge ITIL Foundation Service Now Experience

1 candidate(s) have already applied for this Job. Apply now

About the Role
We are seeking a Service Desk Team Leader to lead and manage a team of Service Desk Analysts in a 24x7 support environment while ensuring the achievement of service levels, operational excellence, and customer satisfaction.

Key Responsibilities
Lead and manage a team of Service Desk Analysts in a 24x7 support environment.

Drive achievement of contractual SLAs, operational KPIs, customer satisfaction, and business targets.

Monitor ticket queues and oversee incident handling, escalation, assignment, and resolution activities.

Ensure compliance with ITIL-aligned service management processes and procedures.

Conduct team huddles, coaching sessions, performance reviews, and development planning.

Manage attendance, schedule adherence, workforce utilization, and leave planning.

Analyze operational performance and implement improvement initiatives.

Conduct root cause analysis for operational issues and SLA misses.

Participate in client governance meetings and business reviews.

Collaborate with internal support functions and stakeholders.

Prepare reports, dashboards, and governance presentations.

Drive continuous improvement initiatives.

Ensure compliance with operational standards and documentation requirements.

Qualifications

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

• 4–6 years of IT Service Desk experience (required)

• 1–2 years of Team Lead or Supervisory experience in a BPO/ITO environment (required)

• Experience supporting enterprise Service Desk environments

• Experience handling voice, chat, email, and ticket support channels

• Working knowledge of:

o Microsoft 365

o Active Directory

o Remote support tools

• Proficient in ServiceNow or similar ITSM tools

• Strong leadership, coaching, stakeholder management, and problem-solving skills

• Excellent verbal and written communication skills

ITIL Requirement

• ITIL Certification is NOT required.

• Candidate should have a good understanding of ITIL concepts and be able to discuss topics such as:

o Troubleshooting

o Incident management

o Ticketing

o Service Desk processes

o General IT support concepts

• These will be assessed during the interview.

Non-Negotiable

• Healthcare/Clinical background

• Service Desk experience

NOTE: ANSWER THE PRE-SCREENING QUESTIONS AND ATTACH YOUR ANSWER AS COMMENTS
Pre-Screening Notes:
Educational Attainment:

Years of relevant experience:

Years of experience with Team Lead or Supervisory

Experience with ServiceNow or ITSM tools

Experience with Active Directory, Microsoft 365, VPN

BPO Experience

Last drawn salary

Expected salary

Role

Team Lead/ Technical Lead

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

IT Software/Hardware

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.

Obi Abundance

Recruiter - Gratitude Inc

NA, nigeria

0+ Followers

500+ Posts

View Profile

Interview Tips

Giving the VNA round?
What are the most important skills you acquired as a Soft Skills/VNA trainer?
How would you handle an irate customer?

Get the Best Jobs
on your Fingertips

₱ 25 - ₱ 32K p.m

Cebu Central Visayas, Philippines

Details