Global Service Desk Team Leader: Drive IT Excellence

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

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.