Service Desk Engineer Lead

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

DUTIES & RESPONSIBILITIES:

Operational Tasks

• Maintains and updates knowledge-base across all products.
• Proactively discusses with the team any customer satisfaction issues, and reports to the Head.
• Provides insight to other coordination resources as needed and when required.
• Maintains and updates client list, ensuring that contact details and support category are correct and complete.
• Prepares and reviews quarterly maintenance and activities of clients.
• Facilitates weekly, monthly, quarterly, and annual contact with clients to discuss progress via phone or face-to-face.
• Ensures management notes and progress reports are documented properly.
• Provides weekly consolidated report of SLA violation and closed/ resolved tickets.
• Works with team members in answering and addressing client requests and inquiries.
• Works with the Implementation Engineers and Technology managers to elicit high-level resolutions of clients’ needs and manage escalation of tickets.
• Assesses the risks of various solutions and prioritizes competing business demands.
• Evaluates data through opportunity research and business process analysis; conducts research on trends and directions for information and collaboration solutions.
• Ensures that all incidents within the incident management system are escalated and progressively handled.
• Ensures delivery of scheduled maintenance activities with clients based on agreed quality level.
• Monitors on-going relationship with outsource partners to drive satisfaction with clients.

Managerial Tasks

• Ensures Support Desk Engineers are technically updated with the latest technology trends and resolutions.
• Coaches and mentors team members and ensures achievement of set KPIs for each team members.
• Works with the Human Capital Department and Immediate Head in identifying competency gaps; collaborates with team members in creating individual development plans to address competency gaps.
• Works with immediate head in ensuring performance appraisal of team members are done in a timely manner.

QUALIFICATIONS:

• Must have a degree in Engineering or any Computer Science-related courses
• Must have at least five (5) years of experience in a related position for an IT service and solutions industry
• Must have at least two (2) years of experience handling and managing a team of at least five (5) people