Service Desk Team Leader – Healthcare IT Support

Gratitude Inc

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1 day ago

Service Desk Team Leader – Healthcare IT Support

4-6 Year(s)

₱ 62.8 - ₱ 62.9K p.m

Cebu Central Visayas (Mandaue City, Lapu Lapu city)

Job Description

Key Skills

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

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Service Desk Team Leader – Healthcare IT Support

Location: Cebu City, Philippines

Work Setup: 100% Onsite

Work Schedule: 24/7 Rotational Shift (including weekends and holidays)

Target Start Date: ASAP

Lead a High-Performing Service Desk Team!

Are you an experienced Service Desk professional with a passion for leadership, operational excellence, and customer success? We're looking for a Service Desk Team Leader to lead a team of Service Desk Analysts in a fast-paced healthcare support environment while ensuring outstanding service delivery, operational performance, and customer satisfaction.

If you have strong technical knowledge, proven leadership experience, and a commitment to continuous improvement, this is your opportunity to grow your career.

Key Responsibilities

Lead, coach, and inspire a team of Service Desk Analysts in a 24/7 support environment.
Drive achievement of Service Level Agreements (SLAs), operational KPIs, and customer satisfaction targets.
Monitor ticket queues and oversee incident assignment, escalation, troubleshooting, and resolution.
Ensure compliance with IT Service Management (ITSM) and ITIL best practices.
Conduct coaching sessions, team huddles, performance reviews, and development planning.
Manage attendance, schedule adherence, workforce planning, and leave management.
Analyze operational performance and implement continuous improvement initiatives.
Perform root cause analysis for operational issues and SLA misses.
Collaborate with clients, stakeholders, and internal support teams to deliver exceptional service.
Prepare operational reports, dashboards, and governance presentations.
Ensure compliance with documentation standards and operational processes.

Qualifications

Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent work experience).
4–6 years of IT Service Desk experience.
1–2 years of Team Lead or Supervisory experience in a BPO or ITO environment.
Experience supporting enterprise-level Service Desk operations.
Experience handling voice, chat, email, and ticketing support.
Working knowledge of:
- Microsoft 365
- Active Directory
- Remote Support Tools
Experience using ServiceNow or other IT Service Management (ITSM) platforms.
Strong leadership, coaching, stakeholder management, analytical, and problem-solving skills.
Excellent verbal and written communication skills.

ITIL Knowledge

ITIL certification is not required, but candidates should have a solid understanding of:

Incident Management
Troubleshooting
Ticket Management
Service Desk Operations
IT Support Best Practices

These competencies will be assessed during the interview process.

Mandatory Requirements

To be considered for this role, candidates must have:

Healthcare or Clinical support experience.
IT Service Desk experience.

Why Join Us?

Competitive monthly salary package.
Career growth and leadership opportunities.
Collaborative and supportive work environment.
Opportunity to lead a high-performing healthcare IT support team.
Continuous learning and professional development.

If you're ready to lead, inspire, and make a real impact in healthcare IT support, apply today!

Role

Customer Service Executive -Technical

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.

Uloaku Mkav

Recruiter - Gratitude Inc

NA, nigeria

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