IT Service Desk Lead: SLA Champion & Team Mentor

Lancesoft; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Lancesoft in the Philippines is seeking an experienced IT Service Desk Lead to oversee daily operations, drive SLA performance, and manage escalations. You will lead a team of IT Service Desk Analysts and coordinate with Infrastructure, Security, Network, and Applications teams.

The ideal candidate has a Bachelor's degree in IT/CS and at least 5 years in IT service desk or technical support, plus 1–2 years of leadership.

Qualifications

• Bachelor's degree in IT, Computer Science, or a related field.
• 5 years of IT Service Desk / Technical Support experience.
• 1–2 years of team leadership or supervisory experience.
• Strong experience in incident management, SLA monitoring, and stakeholder management.

Responsibilities

• Lead and manage IT Service Desk Analysts to ensure smooth daily operations.
• Monitor SLA achievement, team performance, and service quality.
• Handle major incidents, technical escalations, and stakeholder concerns.
• Conduct team coaching, mentoring, and performance management.
• Identify opportunities for process improvements and operational efficiency.
• Coordinate with Infrastructure, Security, Network, and Application teams.

Skills

Leadership

Incident management

SLA monitoring

Stakeholder management

Team coaching & mentoring

Operations management

People management

Education

Bachelor's Degree in IT/CS or related field

Job description

Lancesoft in the Philippines is seeking an experienced IT Service Desk Lead to oversee daily operations, drive SLA performance, and manage escalations. You will lead a team of IT Service Desk Analysts and coordinate with Infrastructure, Security, Network, and Applications teams.

The ideal candidate has a Bachelor's degree in IT/CS and at least 5 years in IT service desk or technical support, plus 1–2 years of leadership.