IT Service Desk Lead: Elevate Support & SLA Quality

inspiro; Makati; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Inspiro in Makati seeks an experienced IT Supervisor to lead our IT Service Desk operations and ensure efficient service delivery. The role focuses on meeting SLA/KPI targets and driving customer satisfaction while guiding a high-performing team.

The ideal candidate will mentor staff, monitor workloads, manage incidents, and implement ITSM best practices across Incident, Problem, Change, Knowledge, and Request Management. Strong leadership and hands-on technical skills are essential.

Qualifications

• 3–5 years of experience in IT Service Desk or Technical Support operations.
• 1–2 years of supervisory or team leadership experience.
• Solid IT Service Management knowledge and enterprise IT governance standards.
• Experience achieving SLA, KPI and customer satisfaction targets.
• Coaching, mentoring and performance management of technical support teams.

Responsibilities

• Supervise day-to-day IT Service Desk operations and ensure efficient delivery of technical support services.
• Lead, coach, and mentor IT Service Desk professionals to drive performance, engagement, and capability development.
• Monitor workload distribution, workforce scheduling, and resource utilization to ensure operational efficiency.
• Manage and monitor SLA, KPI, and customer satisfaction performance, identifying gaps and implementing corrective actions as needed.
• Analyze operational metrics and service trends and prepare regular management reports and performance updates.
• Apply IT Service Management best practices across Incident, Problem, Change, Knowledge, and Request Management processes.
• Handle escalated and complex technical issues by coordinating with Infrastructure, Cybersecurity, Application Support, vendors, and relevant business units.
• Drive continuous improvement initiatives focused on process optimization, knowledge management, quality assurance, compliance, and operational governance.
• Ensure adherence to enterprise IT policies, procedures, security requirements, and service management standards.
• Identify opportunities to improve service quality, operational efficiency, and overall customer experience.

Skills

People leadership

IT Service Management

SLA/KPI management

Analytical skills

Reporting and metrics

Stakeholder management

Technical troubleshooting

Remote support capability

Education

Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Information Systems

Tools

Windows OS

Microsoft 365

Active Directory

Cloud collaboration platforms

Remote support tools

Job description

Inspiro in Makati seeks an experienced IT Supervisor to lead our IT Service Desk operations and ensure efficient service delivery. The role focuses on meeting SLA/KPI targets and driving customer satisfaction while guiding a high-performing team.

The ideal candidate will mentor staff, monitor workloads, manage incidents, and implement ITSM best practices across Incident, Problem, Change, Knowledge, and Request Management. Strong leadership and hands-on technical skills are essential.