Gratitude Inc logo
GRATITUDE INC
APAC · AFRICA · U.S.A

Service Desk Team Leader | IT Service Desk | Cebu | Onsite

630 Views 2 weeks ago
Experience 2–13 Year(s)
₱
Salary ₱ 62 – 64K p.m
Location Cebu Central Visayas
3 candidate(s) already applied

Job Description

Job Summary

About the Role

We are looking for an experienced Service Desk Team Leader to lead a team of Service Desk Analysts in a fast-paced 24x7 IT support environment. The successful candidate will oversee daily service desk operations, ensure service level compliance, coach team members, manage escalations, and drive operational excellence while delivering exceptional customer support.

Roles and Responsibilities

Team Leadership

  • Lead, mentor, and manage a team of Service Desk Analysts.
  • Conduct coaching sessions, one-on-one meetings, and performance evaluations.
  • Monitor attendance, schedule adherence, and workforce utilization.
  • Support employee development and succession planning.

    • Service Desk Operations

  • Oversee incident management from ticket creation through resolution.
  • Monitor ticket queues and ensure timely assignment and escalation.
  • Drive compliance with contractual SLAs and operational KPIs.
  • Manage support across voice, chat, email, and ticketing channels.

  • IT Service Management
  • Apply ITIL best practices in incident, request, and problem management.
  • Ensure adherence to service management policies and procedures.
  • Conduct root cause analysis for recurring issues and SLA breaches.
  • Identify opportunities for process improvement and automation.

  • Stakeholder & Client Management

  • Participate in governance meetings and client reviews.
  • Provide operational updates and performance reports.
  • Collaborate with internal IT teams and business stakeholders.
  • Handle customer escalations professionally.

  • Reporting & Continuous Improvement

  • Prepare operational dashboards and SLA reports.
  • Analyze trends and recommend process enhancements.
  • Support continuous improvement initiatives.
  • Ensure documentation and knowledge articles remain current.

    • Qualifications

  • Bachelor's Degree in IT, Computer Science, Engineering, or a related field (or equivalent experience).
  • 4–6 years of IT Service Desk or Technical Support experience.
  • 1–2 years of Team Lead or Supervisory experience.
  • Experience in a BPO or IT Outsourcing environment.
  • Experience supporting enterprise Service Desk operations.
  • Experience managing voice, chat, email, and ticket support channels.














    • ​




    • Key Skills

    26 Skills
    Communication Customer Service ITIL Technical Support Team Leader Service Desk BPO Skills BPO/ITES customer support IT SERVICE DESK Desktop Support Team leader BPO escalation IT Help Desk Techinican Desktop Support Experience Technical Customer Support/Operations KPI at least 2 years’ work experience as IT Helpdesk/Service Desk/Tech Support Help Desk/ IT Service Desk IT Helpdesk Experience ITIL knowledge Good Communication skills and ability to handle client escalations and client calls in English language. Service Now Experience Ability to monitor KPIs, analyze performance data, identify trends, and drive performance improvements. Strong knowledge of KPIs, SLAs, and performance management SLA & KPI Adherence

    Role Specifications

    Role
    Infrastructure & Technology Manager
    Timings
    Rotational Shifts (Permanent)
    Industry
    BPO
    Work Mode
    Work from office
    Process
    Voice
    Functional Area
    ITES / BPO / Customer Service

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    About Company

    Gratitude Inc
    Employer

    Gratitude Inc is a global company with presence across APAC, Africa, and USA. We are known for our people, innovation and customer focused approach.

    View Company Profile →
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