Deskside Support Team Lead: IT Service Delivery

Indra Group; Filipinas; Presencial; PHP 446 000 - 725 000; Tempo integral

Resumo da oferta

Indra Group in the Philippines seeks a Desk Side Team Lead to oversee IT service delivery to end users and manage a dedicated support team across client portfolios. Based in or willing to work in Bugo, Cagayan De Oro, you will coordinate with managers, monitor SLA performance, and drive improvements in ticket handling and customer service.

Required are hands-on desktop hardware/software troubleshooting, ITIL knowledge, and strong communication.

Qualificações

• Bachelor's degree in IT or related field (minimum)
• Experience providing Tier II IT support to end users.
• At least 3 years as a Desk Side Team Lead.
• Experience diagnosing/troubleshooting hardware and software on desktops, laptops, mobiles, AVs and tablets.
• Experience leading a team delivering high-quality work outputs and performance.
• Familiarity with ITIL principles; working knowledge of ticketing systems is a plus.
• Certifications such as Microsoft/ITIL/Cisco are advantageous.

Responsabilidades

• Oversee delivery of IT services to end users/clients.
• Be the main IT desktop support point of contact for the client portfolio and partner with managers to address business needs.
• Review processes to enhance service performance.
• Monitor service performance and customer feedback to drive improvements.
• Provide general oversight and accountability for the team and processes.
• Handle client concerns/complaints and maintain SLA compliance.
• Monitor monthly performance and ticket handling quality.
• Lead day-to-day team activities, timelines, and workflow prioritization.
• Organize team schedules and prepare daily ticket status reports.
• Ensure a safe and healthy work environment.

Conhecimentos

Team leadership

Customer service

Communication skills

Time management

Problem solving

Collaboration

Formação académica

Bachelor's degree in IT or related field

Ferramentas

ITIL framework

Ticketing systems

Desktop hardware

Microsoft certifications

Cisco certifications

Descrição da oferta de emprego

Indra Group in the Philippines seeks a Desk Side Team Lead to oversee IT service delivery to end users and manage a dedicated support team across client portfolios. Based in or willing to work in Bugo, Cagayan De Oro, you will coordinate with managers, monitor SLA performance, and drive improvements in ticket handling and customer service.

Required are hands-on desktop hardware/software troubleshooting, ITIL knowledge, and strong communication.