Deskside Support Team Lead (Mindanao)

Indra Group; Philippines; On-site; PHP 446,000 - 725,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team leadership

Customer service

Communication skills

Time management

Problem solving

Collaboration

Education

Bachelor's degree in IT or related field

Tools

ITIL framework

Ticketing systems

Desktop hardware

Microsoft certifications

Cisco certifications

Job description

Responsibilities:

• Oversee the delivery of IT services to end-user/clients.
• Be the key IT Desktop support point of contact for the client portfolio and proactively partner with managers in the portfolio to fully understand, anticipate and be responsive to the business needs.
• Review processes & procedures for enhancement to ensure consistently high service performance.
• Monitor service performance in the Service Management and evaluate customer feedback to develop improvement processes.
• Has general oversight over the group and holds all team member accountable for carrying out the required processes and tasks.
• Manage client concern/complaints.
• Ensure compliance to service levels and monitor performance monthly.
• Ensure quality output of the team in terms of ticket handling and customer service.
• Manage the day-to-day work activities of the team, including timelines, expected customer experience, and prioritizing and allocating workflow.
• Organize and plan for the schedule of the team.
• Prepare and submit daily ticket status report.
• Ensure that applicable steps and measures are taken to create a safe and healthy work environment.

Qualifications:

• Candidates must be based or willing to work in Bugo, Cagayan De Oro in Misamis Oriental
• Bachelor's degree in any IT related course.
• Experience of providing Tier II IT support to end users.
• At least 3 years of experience as a Desk Side Team Lead.
• Experience diagnosing and troubleshooting basic hardware and software issues on desktops, laptops, mobile, audio-visual and tablets.
• Experience in managing and supervising a team in the delivery of high-quality work outputs and team performance.
• Experience in addressing complex issues and demonstrated problem management.
• Experience in asset management, hardware/software deployment and networks.
• Knowledge on ITIL framework/principles.
• Working knowledge of ticketing systems is an advantage.
• Microsoft, ITIL, Cisco or other certification would be an advantage.
• Excellent collaboration and verbal and written communication skills.
• Excellent prioritization and time management skills.
• Exceptionally strong customer service skills and professional attitude.