It Service Desk Team Lead

Recruitnest Consulting; Compostela; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

RecruitNest Consulting in Cebu City, Philippines is seeking an IT Service Desk Team Lead to supervise a 24x7 support team and ensure SLA achievement while coordinating with clients and internal groups. Candidates should have a Bachelor's in CS/IT, 4+ years in IT service desk with lead experience, and hands-on knowledge of ServiceNow, Microsoft 365, and Active Directory, plus ITIL exposure.

Onsite, night/rotating shifts.

Qualifications

• Bachelor's degree in Computer Science or IT related field.
• 4+ years in IT Service Desk with lead/supervisory experience.
• Experience supporting enterprise-level Service Desk operations.
• Hands-on with ServiceNow or similar ITSM tools and ITIL practices.
• Strong knowledge of Microsoft 365 and Active Directory.

Responsibilities

• Lead, coach, and develop a team of Service Desk Analysts in a 24x7 environment.
• Drive achievement of SLAs, KPIs, and customer satisfaction goals.
• Oversee incident management, escalation, and resolution activities.
• Ensure ITIL-based service management processes are followed.
• Conduct performance reviews and career development discussions.
• Prepare operational reports and client presentations.
• Collaborate with Workforce Management, Quality, Training, HR, IT, and other teams.

Skills

Leadership

English communication

Team coordination

Education

Bachelor's Degree in Computer Science / Information Technology

Tools

ServiceNow

Microsoft 365

Active Directory

Job description

IT Service Desk Team Lead

Company : RecruitNest Consulting Job Type : Full Time Cebu City Cebu Philippines

Job Description - IT Service Desk Team Lead

Job Expectations:

• Position Type: Experienced - Lead/Supervisor


• Employment Type: Full-Time, Permanent (Direct Hire)


• Work Setup & Location: Fully Onsite - IT Park, Cebu City


• Work Schedule: Weekdays; Night/Rotating Shift


• Industry: IT Consulting & Services (BPO)

About the Job:

We are looking for a Clinical Service Desk Team Lead to join our client's team and lead the delivery of high-quality IT support services in a 24x7 healthcare support environment. In this role, you will manage a team of Service Desk Analysts, ensure the achievement of service levels and operational targets, and drive continuous improvement initiatives. You will work closely with clients, stakeholders, and support teams to deliver exceptional customer service while maintaining compliance with IT service management standards and operational best practices.

Key Responsibilities:

• Lead, coach, and develop a team of Service Desk Analysts in a 24x7 support environment.


• Drive achievement of contractual SLAs, operational KPIs, customer satisfaction goals, and business objectives.


• Monitor ticket queues and oversee incident management, escalation, assignment, and resolution activities.


• Ensure compliance with ITIL-based service management processes and procedures.


• Conduct team meetings, coaching sessions, performance reviews, and career development discussions.


• Manage workforce activities including attendance, schedule adherence, utilization, and leave planning.


• Analyze operational performance metrics and implement improvement initiatives to enhance service delivery.


• Perform root cause analysis for SLA breaches, customer complaints, and operational issues.


• Participate in client governance meetings, including Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs).


• Collaborate with Workforce Management, Quality, Training, HR, IT, and other support teams.


• Prepare operational reports, dashboards, executive summaries, and client presentations.


• Ensure audit readiness, documentation accuracy, and compliance with organizational standards.

Qualifications:

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


• At least 4 years of experience in IT Service Desk or Technical Support environments, including Team Lead or Supervisory experience.


• Experience supporting enterprise-level Service Desk operations.


• Experience managing voice, chat, email, and ticket-based support channels.


• Knowledge of ITIL Foundation principles, Incident Management, Request Fulfillment, and Major Incident Support.


• Hands-on experience with ServiceNow or similar ITSM tools.


• Working knowledge of Microsoft 365, Active Directory, and remote support tools.


• Experience in reporting, dashboard creation, and knowledge management processes.


• Strong English communication skills (minimum C1 proficiency level).


• Can start immediately, if possible.