Service Desk Leader - Multi-Shift Operations

H2 Software Consulting Services Inc.

Makati

On-site

PHP 600,000 - 900,000

Full time

14 days+

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Job summary

H2 Software Consulting Services Inc. is seeking a dynamic Service Desk leader to oversee IT support across multiple shifts. You will guide and supervise analysts, manage escalations, and ensure timely resolution of incidents and requests.

Responsibilities include leading daily operations, coaching the team to hit performance targets, monitoring queues, and coordinating with cross-teams to improve service delivery. ITIL knowledge and strong communication are a must.

Qualifications

Proven experience in service desk, IT support, or IT operations leadership.
Strong problem-solving, communication, and team management skills.
Knowledge of ITIL processes and service desk tools is a plus.

Responsibilities

Lead and manage daily service desk operations, ensuring SLA compliance and efficient ticket handling.
Supervise, coach, and support service desk team members to achieve performance targets.
Monitor real-time queues, manage shift activities, and prepare reports for smooth operations.
Serve as point-of-contact for escalations, incident management, and cross-team coordination.
Implement process improvements to enhance service delivery and operational efficiency.
Manage staffing, scheduling, training, and development of service desk personnel.