IT Service Desk Lead: Global Support & Escalations

Avensys Consulting; Quezon City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

AVENSYS CONSULTING INC in Quezon City is seeking an IT Service Desk Lead to oversee daily service desk operations, lead a team of analysts, and ensure high-quality IT support for global users. The role is full-time and 100% onsite at Eton Centris, with night shift flexibility.

The ideal candidate brings 5+ years in Service Desk/IT Support, strong incident and escalation skills, and excellent English communication. Leadership experience is required.

Qualifications

• Proven leadership experience in a Service Desk or IT Helpdesk environment.
• Strong incident and escalation management skills with stakeholder coordination.
• Excellent troubleshooting and analytical abilities; English communication skills.

Responsibilities

• Lead, mentor, and manage Service Desk Analysts to achieve service delivery goals.
• Monitor SLA attainment, ticket queues, and team performance metrics.
• Handle major incidents and escalation management to ensure resolution.
• Coach and develop team members for continuous improvement.
• Drive process improvements to enhance service quality and efficiency.
• Collaborate with Infrastructure, Network, Security, and Application Support teams.
• Ensure high levels of customer satisfaction and stakeholder communications.
• Support reporting, service reviews, and governance activities.

Skills

Leadership

Incident management

Escalation management

Customer service

English communication

Education

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

Job description

AVENSYS CONSULTING INC in Quezon City is seeking an IT Service Desk Lead to oversee daily service desk operations, lead a team of analysts, and ensure high-quality IT support for global users. The role is full-time and 100% onsite at Eton Centris, with night shift flexibility.

The ideal candidate brings 5+ years in Service Desk/IT Support, strong incident and escalation skills, and excellent English communication. Leadership experience is required.