Mindanao Service Desk Team Lead — ITIL & Customer Excellence

Indra Group; Philippines; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Indra Group is seeking a Service Desk Team Lead (Mindanao) to manage the Service Desk and staff, delivering first-line technical support and remote assistance. The role involves escalation handling, incident management, and driving service quality within ITIL-aligned processes.

The ideal candidate has 3+ years as a Service Desk Team Leader, strong customer service skills, and proven ability to lead a team, coordinate schedules, and report on SLA performance.

Formación

• At least 3 years of experience as an IT Service Desk Team Leader.
• Experience in addressing complex issues and demonstrated incident/problem management skills.
• Experience working within a Service Management framework e.g. applying ITIL processes.
• Excellent collaboration and verbal and written communication skills.
• Exceptional customer service skills and professional attitude.

Responsabilidades

• Manage the Service Desk and staff to provide 1st level technical support including level handling remote support.
• Act as a further escalation point for unresolved or escalated calls.
• Take on a wider customer service role and promote the customer service ethics to maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Report to senior managers on any issue that could significantly impact the business and/or the client.
• Take overall responsibility for incident management and request fulfilment on the Service Desk.
• Ensure all calls are logged in the Service Desk logging system.
• Provide regular reports related to tickets including SLA performance.
• Ensures knowledge management systems and documentation are kept up to date.
• Identify continuous service improvements in the Service Desk including creation of process documentations in aid of the operations.
• Responsible for providing/extracting Customer Satisfaction Survey report on a regular basis.
• Aid on root cause analysis (RCA) on any escalations raised by the client.
• Manage the day-to-day work activities of the team, including timelines, customer experience, and prioritizing and allocating workflow.
• Organize and plan for the schedule of the team.

Conocimientos

IT Service Desk Team Lead experience

Incident and problem management

Root cause analysis

ITIL processes

Customer service orientation

Educación

Bachelor's degree in IT related course

Descripción del empleo

Indra Group is seeking a Service Desk Team Lead (Mindanao) to manage the Service Desk and staff, delivering first-line technical support and remote assistance. The role involves escalation handling, incident management, and driving service quality within ITIL-aligned processes.

The ideal candidate has 3+ years as a Service Desk Team Leader, strong customer service skills, and proven ability to lead a team, coordinate schedules, and report on SLA performance.