Retail Service Desk Shift Lead | Real-Time Ops Lead

HCL Technologies Philippines Inc; San Juan; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

HCL Technologies Philippines Inc. seeks an experienced Service Desk Shift Lead to manage day-to-day operations across onshore, offshore, and nearshore teams.

The role focuses on real-time queue management, escalation handling, SLA performance, and continuous service improvement in a large-scale retail environment. You will lead Service Desk Analysts, drive performance reviews, collaborate with HR, and ensure readiness during peak trading periods.

Qualifications

• Minimum 3-5 years of experience in Service Desk leadership roles.
• Experience managing Service Desk operations in a large enterprise environment.
• Strong understanding of ITIL and ITSM principles.
• Experience with SLA/KPI, queue management, incident handling and performance metrics.
• Excellent communication and stakeholder management skills.
• Experience using ServiceNow or similar ITSM platforms.

Responsibilities

• Lead, mentor, coach, and manage Service Desk Analysts across locations.
• Own real-time operations, queues, and incidents; ensure SLA compliance and CSAT.
• Coordinate staffing, shift rosters, and coverage for peak periods.
• Drive continuous service improvement through metrics, root cause analysis, and action plans.
• Manage escalation handling and rapid incident resolution for retail environments.
• Oversee governance, reporting, and knowledge management within Service Desk.

Skills

Service Desk Leadership

ITIL

ServiceNow

SLA/KPI management

Retail expertise

Tools

ServiceNow

Job description

HCL Technologies Philippines Inc. seeks an experienced Service Desk Shift Lead to manage day-to-day operations across onshore, offshore, and nearshore teams.

The role focuses on real-time queue management, escalation handling, SLA performance, and continuous service improvement in a large-scale retail environment. You will lead Service Desk Analysts, drive performance reviews, collaborate with HR, and ensure readiness during peak trading periods.