Night Shift Service Desk Team Lead | SLA Champion

HCL Technologies Philippines Inc

Taguig

On-site

PHP 502,000 - 837,000

Full time

47 hours ago

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Job summary

HCL Technologies Philippines Inc is seeking a Service Desk Lead to manage daily operations at our 100% on-site workplace in McKinley Hill, Taguig City, Philippines. You will guide service desk analysts, provide technical support, and ensure high-quality customer experiences while coordinating workflows in a graveyard-shift environment.

The role requires strong ITSM knowledge, leadership, and collaboration across IT teams to drive SLA adherence and improve service delivery.

Qualifications

Experience in a service desk or IT support environment.
Strong knowledge of ITSM processes: Incident, Request, and Problem Management.
Excellent communication, leadership, and customer service skills.
Ability to troubleshoot common hardware, software, and network issues.
Familiarity with ticketing tools and remote support technologies.

Responsibilities

Lead and support a team of service desk analysts in handling incidents and service requests.
Monitor ticket queues to ensure timely resolution and adherence to SLAs.
Serve as an escalation point for complex technical issues.
Provide coaching, mentoring, and performance feedback to team members.
Ensure accurate documentation of processes, troubleshooting steps, and knowledge articles.
Coordinate with other IT teams to resolve recurring issues and improve service delivery.
Track and report service desk performance metrics.
Assist with scheduling, workload distribution, and shift coverage.