Global Service Desk Team Leader

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

At TRT, our mission is the relentless pursuit of global service delivery excellence, in the designing, deployment and maintaining Enterprise IT solutions to maximize the return our clients make in their IT investments.

TRT is Global IT Service Company Delivery Enterprise IT Solutions across 107+ locations globally. We specialize in multi-brand enterprise IT services, delivering professional, maintenance, and managed services for enterprise IT storage, servers, and networking technologies. Our global model brings everything together under one support framework and one contract, allowing customers to scale efficiently and operate with confidence.

Learn more at www.trt.com

Overview:

The primary function of a Global Service Desk Team Leader (GSD-TL) is to ensure that the TRT GSD operates efficiently and effectively within the service level TRT has agreed to with its clients and within the budgetary framework of the TRT Business.

Primary Workflow:

• Resolution of incidents raised by our customers through proactive monitoring.
• Implementation of changes and improvements required by our customers.
• Ensure TRT Internal processes are followed by the GSD Support Engineers (GSD-SEs).
• Ensure that TRT customer processes are followed by the GSD-SEs.
• Handling incoming escalations from the GSD-SEs during their shift.
• Assisting SDAs with customer requests and complaints.
• Liaising with Field Engineering Team Leader (FE-TL) on Service Calls requiring a Field Engineer.
• Liaising with the Consulting Engineers Team Leader (CE-TL) on escalated service calls.
• Perform handover of service calls to the next GSD-SL.

What Makes You a Great Fit:

• Experience in some form of Enterprise IT Server, Storage, and Networking Infrastructure Structure.
• Willingness to do both hardware and software support.
• Understanding of basic computer principles
• Willingness to be assigned to other TRT locations as necessary.

Why You’ll Love Working Here

At TRT, you’ll be part of a high-performance, globally connected organization where results matter and accountability is respected.

We offer:

• Competitive compensation aligned with responsibility and impact
• Direct exposure to global operations and enterprise clients
• A professional environment that values execution, ownership, and discipline
• Career growth driven by performance and capability—not titles

If you’re looking for meaningful work, real responsibility, and the opportunity to grow in a global enterprise IT environment, TRT is the place to build your career