IT Service Desk Lead

ESOL IT SERVICES INC.; Quezon City; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

ESOL IT SERVICES INC. in the Philippines seeks an IT Service Desk Manager to lead a team of Service Desk Analysts, ensuring effective delivery of IT support services.

You will oversee daily operations, monitor SLA attainment, manage major incidents, coach the team, and drive process improvements to enhance service delivery and customer satisfaction.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years in IT Service Desk, IT Support, or IT Service Management.
• 1–2 years in team lead or supervisory role within a Service Desk environment.
• Strong understanding of ITIL principles, incident, problem, and service request management.
• Experience monitoring SLA performance, managing escalations, and handling major incidents.

Responsibilities

• Lead, supervise, and direct Service Desk Analysts to deliver IT support services.
• Oversee daily Service Desk operations and ensure incidents and requests meet SLAs.
• Monitor performance, productivity, and SLA attainment through reporting and reviews.
• Manage major incidents and escalations with timely communication to stakeholders.
• Coach, mentor, and manage team development and performance.

Skills

ITIL knowledge

Leadership

Incident management

Communication

Stakeholder management

Education

Bachelor's Degree in IT or related field

Tools

ITSM tools

Microsoft 365 / Azure

Job description

Key Responsibilities

• Lead, supervise, and provide direction to Service Desk Analysts to ensure the effective delivery of IT support services.

• Oversee daily Service Desk operations, ensuring incidents and service requests are handled within agreed SLAs.

• Monitor team performance, productivity, service quality, and SLA attainment through regular reporting and performance reviews.

• Manage major incidents, critical escalations, and complex service-related issues, ensuring timely resolution and proper communication with stakeholders.

• Conduct regular coaching, mentoring, and performance management to support team development and improve individual and team performance.

• Identify operational gaps and implement process improvements to enhance service delivery, efficiency, and customer satisfaction.

• Coordinate with Infrastructure, Network, Security, and Application Support teams to facilitate incident resolution and ensure seamless IT operations.

• Ensure proper documentation of incidents, service requests, escalations, and operational procedures.

• Prepare and present regular operational reports, including SLA performance, incident trends, team productivity, and service improvement initiatives.

• Promote compliance with IT service management policies, procedures, and best practices.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, or a related field.

• Minimum of 5 years of experience in IT Service Desk, IT Support, or IT Service Management.

• At least 1–2 years of experience in a team lead, supervisory, or leadership role within a Service Desk or IT Support environment.

• Strong understanding of ITIL principles, incident management, problem management, and service request management.

• Proven experience in monitoring SLA performance, managing escalations, and handling major incidents.

• Demonstrated ability to lead, coach, and manage a team of IT Service Desk professionals.

• Excellent communication, stakeholder management, problem-solving, and decision-making skills.

• Ability to work effectively with cross-functional IT teams to ensure timely issue resolution and service continuity.

Preferred Certifications

• ITIL Foundation or ITIL Intermediate Certification.

• Microsoft Certifications (e.g., Microsoft 365, Azure, or related technologies).

• Lean Six Sigma Certification.