Knowledge Management Lead (Training) | IT Service Desk & BPO

Knowledge Management Lead (Training) | IT Service Desk & BPO

Location: Cebu City (Onsite)
Schedule: Shifting schedule, including weekends and holidays

Join Our Team!

Are you passionate about building knowledge-driven organizations and enabling operational excellence? We're looking for an experienced Knowledge Management Lead to drive knowledge strategies, improve documentation quality, and support training initiatives within a fast-paced BPO/ITO environment.

If you have a strong Service Desk background, ITIL certification, and a passion for process improvement, we'd love to hear from you!

What You'll Do

• Lead and continuously improve Knowledge Management processes and best practices.

• Develop, maintain, and optimize knowledge base articles, SOPs, and operational documentation.

• Ensure knowledge resources remain accurate, relevant, and easily accessible.

• Partner with Operations, Training, Quality, and Support teams to identify and close knowledge gaps.

• Support account transitions, onboarding, and knowledge transfer activities.

• Monitor knowledge usage and recommend improvements to increase operational efficiency.

• Manage trainers and oversee training-related initiatives when required.

• Drive continuous improvement projects aligned with business objectives.

• Ensure compliance with ITIL standards and organizational processes.

What We're Looking For

• Bachelor's Degree in any relevant field.

• 4–6 years of relevant experience, including at least 3 years in Service Desk and/or Knowledge Management.

• Proven experience in Knowledge Management within a BPO or IT Outsourcing (ITO) environment.

• Strong communication, stakeholder management, analytical, and problem-solving skills.

• Excellent organizational, documentation, and multitasking abilities.

• Strong collaboration and relationship-building skills.

• ITIL Certification is required.

• Willing to work onsite in Cebu City on a shifting schedule.

Preferred Qualifications

• Experience supporting account setup, migrations, or transition projects.

• Experience managing trainers or leading training initiatives.

• Clinical or Healthcare experience combined with Service Desk support is highly preferred.

Why Join Us?

• Competitive salary package

• Opportunity to lead Knowledge Management initiatives for a dynamic and growing organization.

• Work alongside cross-functional teams and make a direct impact on operational excellence.

• Career growth in a collaborative, high-performance environment.

Apply now and help build a culture of knowledge, continuous learning, and operational excellence!