Global Service Desk Team Leader

TRT; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive compensation

Global operations exposure

Performance-driven environment

Career growth opportunities

Job summary

TRT is seeking a Global Service Desk Team Leader (GSD-TL) to ensure efficient operations within the agreed service levels and budget. You will oversee incident resolution, changes, and adherence to internal and customer processes across TRT locations.

You will coordinate with Field and Consulting Engineers leaders, manage escalations, and support service delivery for enterprise IT environments globally.

Qualifications

• Experience with enterprise IT server, storage and networking environments.
• Ability to support both hardware and software components.
• Solid understanding of basic computer principles.
• Willing to be deployed to other TRT locations as needed.

Responsibilities

• Resolve incidents raised by customers via proactive monitoring.
• Implement changes and improvements requested by 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 service calls requiring a Field Engineer.
• Liaise with CE-TL on escalated service calls.
• Perform handover of service calls to the next GSD-SL.

Skills

IT infrastructure

Server/storage/networking

Hardware & software support

Travel/relocation willingness

Job description

About TRT

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