Service Desk Team Leader

Location: Cebu City, Philippines

Work Setup: Onsite

Work Schedule: 24x7 Shifting Schedule (including weekends and holidays)

Job Summary
We are looking for an experienced Service Desk Team Leader to lead a team of Service Desk Analysts in a fast-paced 24x7 support environment. In this role, you will be responsible for driving operational excellence, ensuring service level achievement, coaching team members, and delivering exceptional customer support.


Key Responsibilities
* Lead and manage a team of Service Desk Analysts in a 24x7 support environment.

* Drive the achievement of Service Level Agreements (SLAs), operational KPIs, customer satisfaction, and business objectives.

* Monitor ticket queues and oversee incident assignment, escalation, and resolution.

* Ensure compliance with ITIL service management processes and best practices.

* Conduct team huddles, coaching sessions, performance reviews, and development planning.

* Manage attendance, schedule adherence, workforce utilization, and leave planning.

* Analyze operational performance and implement continuous improvement initiatives.

* Perform root cause analysis for operational issues and SLA misses.

* Participate in client governance meetings and business reviews.

* Collaborate with internal stakeholders and support teams to improve service delivery.

* Prepare operational reports, dashboards, and governance presentations.

* Maintain compliance with operational standards, documentation, and quality requirements.


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/ITO environment.

* Experience supporting enterprise Service Desk operations.

* Experience managing voice, chat, email, and ticket support channels.
* Knowledge of ITIL Foundation principles and IT service management processes.

* Experience using ServiceNow or similar IT Service Management (ITSM) tools.

* BPO experience is required.
* Working knowledge of Microsoft 365, Active Directory, and remote support tools.
* Strong leadership, coaching, stakeholder management, analytical, and problem-solving skills.

* Excellent verbal and written communication skills.

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Why Join This Opportunity?
* Competitive salary package

* Opportunity to lead a high-performing IT Service Desk team

* Work in a dynamic enterprise support environment

* Career growth and leadership development opportunities


If you meet the qualifications and are ready for your next leadership opportunity, we'd love to hear from you! Please send your updated CV for consideration.