Senior Service Desk Lead - IT Support & Team Coach

Hexagon Shared Services Inc; Quezon City; On-site; PHP 600,000 - 800,000; Full time

Job summary

Hexagon Shared Services Inc in Quezon City seeks an experienced IT Service Manager to lead a support team and coordinate client deliverables. The role focuses on service quality, incident handling, and continuous improvement across client accounts.

You will drive KPI performance, manage incidents with engineers and tech managers, and ensure efficient escalation and resolution of client requests to maintain high satisfaction levels.

Qualifications

• Must hold an Engineering or Computer Science degree.
• Minimum 5 years in an IT services/solutions role.
• At least 2 years leading a team of 5+ people.

Responsibilities

• Maintain and update knowledge-base across products.
• Discuss customer satisfaction issues with the team and report to Head.
• Provide insights to coordination resources as needed.
• Maintain client lists with accurate contact details and support category.
• Prepare and review quarterly maintenance and client activities.
• Facilitate regular client contacts to discuss progress.
• Ensure documentation of management notes and progress reports.
• Provide weekly SLA violation and resolved ticket reports.
• Collaborate with Implementation Engineers and Technology managers to resolve client needs.
• Assess risks of solutions and prioritize business demands.
• Monitor incidents and ensure scheduled maintenance delivery.
• Manage relationships with outsource partners to drive client satisfaction.

Skills

Team leadership

Coaching & mentorship

KPI management

Stakeholder communication

Process improvement

Education

Engineering or Computer Science degree

Job description

Hexagon Shared Services Inc in Quezon City seeks an experienced IT Service Manager to lead a support team and coordinate client deliverables. The role focuses on service quality, incident handling, and continuous improvement across client accounts.

You will drive KPI performance, manage incidents with engineers and tech managers, and ensure efficient escalation and resolution of client requests to maintain high satisfaction levels.