Service Desk Team Leader

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