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

Gratitude Inc

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1 week ago

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

4-6 Year(s)

₱ 70 - ₱ 72K p.m

Cebu Central Visayas (Lapu Lapu city, Mandaue City, San Fernando)

Job Description

Key Skills

Knowledge Management ITIL Certified ITIL trained or certified

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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!

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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