(URGENT) Service Desk Team Leader | Cebu
Gratitude Inc(URGENT) Service Desk Team Leader | Cebu
Job Description
Key Skills
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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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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