BPO Team Lead

NTT DATA, Inc.; Metro Manila; On-site; PHP 420,000 - 900,000; Full time

Job summary

NTT DATA, Inc. in the Philippines seeks an experienced manager to lead the L1 Helpdesk team, mentor staff, and optimize scheduling to deliver high-quality IT support.

You will monitor SLAs, KPIs, and performance metrics, while coordinating with L2/L3 as escalation points and maintaining strong customer service standards.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field is required.
• 3-5 years of experience in IT Service Desk or technical support roles.
• 1-2 years in a supervisory/team-lead capacity.
• Solid understanding of end-user support, hardware troubleshooting, OS, MS Office, networking basics, and ticketing tools like ServiceNow and JIRA.

Responsibilities

• Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality.
• Manage team scheduling, attendance, task allocation, and workload distribution.
• Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity.
• Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed.

Skills

Team leadership

Communication

Customer service

Problem solving

Multitasking

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

ServiceNow

JIRA

Job description

Key Responsibilities

Team Leadership & Management

• Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality.
• Manage team scheduling, attendance, task allocation, and workload distribution.
• Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity.
• Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed.

Operational Responsibilities

• Act as the primary escalation point for L1 technical issues before forwarding to L2/L3 support.
• Ensure prompt response, troubleshooting, and closure of support tickets in accordance with SLAs.
• Oversee ticket quality - validate ticket categorization, documentation, and follow-up accuracy.
• Assist in handling high-priority or major incident tickets as required.
• Prepare daily/weekly reports on team performance and service desk KPIs.

Process & Quality Improvement

• Identify gaps in support processes and develop improvement plans.
• Ensure compliance with ITIL processes such as Incident, Request, and Problem Management.
• Contribute to knowledge base creation by documenting FAQs, troubleshooting steps, and SOPs.
• Promote consistent application of company policies, procedures, and service standards.

Customer Service

• Maintain a strong customer-service mindset across the team.
• Handle user complaints professionally and ensure issues are resolved promptly.
• Communicate effectively with end-users, peers, and management during incidents or service outages.

Skills & Qualifications

Required

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 3-5 years of experience in IT Service Desk or technical support roles.
• At least 1-2 years of experience in a supervisory/team-lead capacity.
• Solid understanding of end-user support, hardware troubleshooting, OS (Windows /Mac), MS Office, networking basics, and ticketing tools (ServiceNow, JIRA, etc.).
• Strong communication, leadership, and conflict-resolution skills.
• Ability to multitask, prioritize, and work under pressure.

Preferred

• ITIL v3/v4 Foundation certification.
• Experience working in 24×7 support environments.
• Familiarity with remote support tools (TeamViewer, RDP, etc.).

Key Attributes

• Strong customer-focus
• Proactive and solution-oriented
• Excellent teamwork and mentoring ability
• High attention to detail
• Analytical and process-driven mindset

Job Segment: Manager, Computer Science, Help Desk, Information Technology, Technical Support, Management, Technology