Global IT Service Desk Lead - Enterprise Support & Growth

TRT; Angeles; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive compensation

Global exposure to enterprise clients

Career growth opportunities

Job summary

TRT is seeking a Global Service Desk Team Leader (GSD-TL) to lead and optimize the GSD operations. You will ensure service levels, manage escalations, and drive adherence to ITIL-like processes while coordinating with Field Engineering and Consulting Engineering teams across TRT locations.

The role emphasizes incident resolution, changes and improvements, and ensuring customer and internal processes are followed, with opportunities to work in a global enterprise IT environment.

Qualifications

• Experience with enterprise IT server, storage, and networking infrastructure.
• Willingness to perform both hardware and software support.
• Understanding of basic computer principles.
• Willingness to be assigned to other TRT locations as necessary.

Responsibilities

• Resolve incidents raised by customers through proactive monitoring.
• Implement changes and improvements for customers.
• Ensure internal TRT processes are followed by GSD-SEs.
• Ensure customer processes are followed by GSD-SEs.
• Handle escalations during shifts from GSD-SEs.
• Assist SDAs with customer requests and complaints.
• Liaise with FE-TL on calls requiring field engineers.
• Liaise with CE-TL on escalated service calls.
• Perform handover of service calls to the next GSD-SL.

Skills

Enterprise IT infrastructure

Hardware & software support

Basic computing principles

Willing to relocate/rotate locations

Job description

TRT is seeking a Global Service Desk Team Leader (GSD-TL) to lead and optimize the GSD operations. You will ensure service levels, manage escalations, and drive adherence to ITIL-like processes while coordinating with Field Engineering and Consulting Engineering teams across TRT locations.

The role emphasizes incident resolution, changes and improvements, and ensuring customer and internal processes are followed, with opportunities to work in a global enterprise IT environment.