IT Service Desk Manager | Team Leader & Process Optimizer

NTT DATA, Inc.; Quezon City; On-site; PHP 420,000 - 780,000; Full time

Job summary

NTT DATA, Inc. in the Philippines is seeking an experienced L1 Helpdesk Supervisor to lead a dynamic support team in Manila.

The role focuses on delivering high-quality IT support, supervising daily operations, and driving process improvements across incident and request management. The ideal candidate has 3–5 years in IT service desk and at least 1–2 years in a supervisory role, with strong communication, leadership, and problem-solving skills.

Qualifications

• Bachelor’s degree in IT, CS or related field or equivalent experience.
• 3–5 years in IT Service Desk or technical support.
• 1–2 years supervisory/team-lead experience.
• Experience with end-user hardware, OS, networking basics, and ticketing tools.

Responsibilities

• Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality.
• Manage team scheduling, attendance, task allocation, and workload distribution.
• Conduct regular team meetings, performance reviews, and training to enhance skills and productivity.
• Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, CSAT) and take corrective actions.
• Act as primary escalation point for L1 issues before forwarding to L2/L3 support.
• Ensure prompt response, troubleshooting, and closure of tickets per SLAs.
• Oversee ticket quality—validate categorization, documentation, and follow-up.
• Assist in handling high-priority or major incident tickets.
• Prepare daily/weekly reports on team performance and KPIs.

Skills

End-user support

Hardware troubleshooting

Windows

Mac OS

MS Office

Networking basics

Ticketing tools

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

JIRA

Job description

NTT DATA, Inc. in the Philippines is seeking an experienced L1 Helpdesk Supervisor to lead a dynamic support team in Manila.

The role focuses on delivering high-quality IT support, supervising daily operations, and driving process improvements across incident and request management. The ideal candidate has 3–5 years in IT service desk and at least 1–2 years in a supervisory role, with strong communication, leadership, and problem-solving skills.