Service Desk Lead – Team Leadership & Incident Oversight

Wipro; Quezon City; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Wipro Limited in the Philippines is seeking a Service Desk Lead to guide a team delivering prompt IT support. You will supervise service desk agents, coordinate escalations, and ensure adherence to SLAs while maintaining excellent customer service.

The role emphasizes capacity planning, performance metrics, and collaboration with other IT teams to resolve complex tickets. 3–5 years in service desk environments is preferred, with strong communication and leadership skills.

Formación

• 3–5 years of service desk experience.

Responsabilidades

• Support service desk agents in prompt delivery and customer service.
• Advise and collaborate with agents on current issues to resolve tickets.
• Manage escalated work orders requiring troubleshooting and follow-up.
• Coordinate with other IT teams for ticket closure and communication between teams.
• Provide liaison and governance at internal and client levels.

Conocimientos

Service Desk

Descripción del empleo

Wipro Limited in the Philippines is seeking a Service Desk Lead to guide a team delivering prompt IT support. You will supervise service desk agents, coordinate escalations, and ensure adherence to SLAs while maintaining excellent customer service.

The role emphasizes capacity planning, performance metrics, and collaboration with other IT teams to resolve complex tickets. 3–5 years in service desk environments is preferred, with strong communication and leadership skills.