Service Desk Team Leader

Gratitude Inc

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3 days ago

Service Desk Team Leader

4-6 Year(s)

₱ 50 - ₱ 60K p.m

Manila - Lapu Lapu city, Cebu Central Visayas

Job Description

Key Skills

Service Desk ITSM BPO Service Desk ITSM Tools: ServiceNow, JIRA, or similar platforms ITIL knowledge ITIL Foundation Service Now Experience

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About the Role

We are looking for a skilled and motivated Service Desk Team Leader to join our team. The ideal candidate will help deliver high-quality solutions while working closely with cross-functional stakeholders. This role requires ownership, attention to detail, clear communication, and a practical approach to solving real business problems.

Responsibilities

Develop, test, and maintain reliable, scalable, and user-focused solutions.
Collaborate with product, design, and business teams to understand requirements and deliver outcomes.
Write clean, maintainable, and well-documented work following best practices.
Troubleshoot issues, optimize performance, and improve overall quality.
Track progress, communicate updates clearly, and contribute to continuous improvement.
Guide technical decisions, review work, mentor junior team members, and improve team standards.

Qualifications

Bachelor's degree in a relevant field or equivalent practical experience.
Relevant professional experience in a similar role.
Strong problem-solving skills and the ability to work independently and with a team.
Good written and verbal communication skills.
Experience leading projects, mentoring teammates, or owning complex deliverables.

Skills

Strong foundation in role-relevant tools, platforms, and best practices.
Ability to plan, execute, measure, and improve work with attention to detail.
Good communication, ownership, collaboration, and time-management skills.

Preferred Skills

Experience with modern workflows, reporting, automation, and production-grade delivery.
Familiarity with agile practices, documentation, and cross-functional collaboration.
Ability to mentor teammates and contribute to process improvements.

Benefits

Competitive compensation and growth opportunities.
Collaborative work culture with learning and development support.
Opportunity to work on meaningful products and business problems.

Work Environment

This role offers a professional, collaborative environment where team members are encouraged to take ownership, share ideas, and deliver high-quality work.

Equal Opportunity

We are an equal opportunity employer and welcome applicants from all backgrounds. All qualified candidates will receive consideration based on skills, experience, and role fit.

Role

Helpdesk Support

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

IT Software/Hardware

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