(URGENT) Service Desk Team Leader | Cebu

Gratitude Inc

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1 day ago

(URGENT) Service Desk Team Leader | Cebu

4-6 Year(s)

₱ 50 - ₱ 62.9K p.m

Cebu Central Visayas (Cebu City)

Job Description

Key Skills

Team Leader Service Desk ITSM Tools: ServiceNow, JIRA, or similar platforms

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Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, the Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of various top BPOs, both offshore and onshore.

We have ongoing hiring for a Service Desk Team Leader for our BPO Partner in Cebu City.

Position: Service Desk Team Leader
Location: Cebu City
Work Setup: Onsite
Work Schedule: 24x7 shifting schedule, including weekends and holidays
Salary: Php 62,900 package
Salary: Target Start Date: August 14, 2026

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: Microsoft 365, Active Directory, 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 Certification is NOT required.

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

Troubleshooting
Incident management
Ticketing
Service Desk processes
General IT support concepts
These will be assessed during the interview.

Non-Negotiable

Healthcare/Clinical background
Service Desk experience

To apply, please share your updated resume with the active email address and phone number here or via email at isay@gratitudephilippines.com

Further details will be discussed once shortlisted and invited for an interview.

Our recruitment team will reach out to you via WhatsApp/Viber or by phone once you are shortlisted.

APPLY NOW!

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-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.

Isay Balan

Recruiter - Gratitude Inc

NA, philippines

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