Senior Service Desk Lead - Complex Issues & Mentoring

Metacom Careers; Taguig; On-site; PHP 446,000 - 781,000; Full time

Job summary

Metacom Careers in Manila (Metro Manila) seeks an experienced Service Desk Lead to provide expert-level technical support and drive service quality. You will resolve escalated issues, collaborate with cross-functional teams, and mentor junior staff in a fast-paced environment.

The role emphasizes customer satisfaction, process optimization, and data-driven improvements to service delivery and account management, with opportunities to enhance your skills and grow within the user-support domain.

Qualifications

• Bachelor's degree in Computer Science or related field.
• 3-5 years of experience in service desk or technical support roles.
• Excellent problem-solving and customer-oriented attitude.

Responsibilities

• Provide expert-level technical support for service desk operations.
• Resolve complex customer issues while ensuring high levels of customer satisfaction.
• Collaborate with cross-functional teams to enhance service delivery and account management.
• Train and mentor junior service desk staff to improve technical competencies.
• Analyze service desk metrics to recommend improvements and optimize processes.

Skills

Service Desk management

Education

Bachelor's degree in Computer Science or related field

Job description

Metacom Careers in Manila (Metro Manila) seeks an experienced Service Desk Lead to provide expert-level technical support and drive service quality. You will resolve escalated issues, collaborate with cross-functional teams, and mentor junior staff in a fast-paced environment.

The role emphasizes customer satisfaction, process optimization, and data-driven improvements to service delivery and account management, with opportunities to enhance your skills and grow within the user-support domain.