Service Desk Team Leader
Gratitude IncService Desk Team Leader
Job Description
Key Skills
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Position: Service Desk Team Leader
Location: Cebu City
Work Setup: Onsite
Work Schedule: 24x7 shifting schedule, including weekends and holidays
Salary: 62,900
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
- 1–2 years of Team Lead or Supervisory experience in a BPO/ITO environment
- Experience supporting enterprise Service Desk environments
- Experience managing voice, chat, email, and ticket support channels
- Knowledge of ITIL Foundation principles and service management processes
- Proficiency in ServiceNow or similar ITSM tools
- BPO Experience is required
- Working knowledge of Microsoft 365, Active Directory, and remote support tools
- Strong leadership, coaching, stakeholder management, and problem-solving skills
- Excellent verbal and written communication skills
Role
Account 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.
Interview Tips
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- What are the most important skills you acquired as a Soft Skills/VNA trainer?
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