Service Desk Operations Lead

Asti Business Services Inc.; Taguig; On-site; PHP 669,600 - 892,800; Full time

Job summary

A leading IT service provider is seeking a Service Desk Operations Lead to oversee daily operations of the IT Service Desk. You will lead a team of analysts, ensure timely resolution of incidents, and drive process improvements. Qualified candidates should have a degree in IT or related field, alongside 3–5 years of experience in Service Desk or IT Support, and ITIL certification is preferred. This role offers an opportunity to enhance efficiency and maintain high customer satisfaction.

Qualifications

• 3–5+ years experience in Service Desk or IT Support.
• At least 1–2 years in a supervisory or leadership role.
• ITIL Foundation certification preferred.

Responsibilities

• Oversee daily operations of the IT Service Desk.
• Ensure timely resolution of incidents and requests.
• Lead and mentor service desk analysts.

Skills

Supervision of Service Desk operations

Performance monitoring

ITIL processes

Coaching and mentoring

Education

Bachelor’s degree in IT, Computer Science, Engineering, or related field

Tools

ServiceNow

Jira

Freshservice

Zendesk

Job description

Description

The Service Desk Operations Lead is responsible for overseeing the daily operations of the IT Service Desk, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction. This role leads a team of service desk analysts, drives process improvements, monitors performance metrics, and ensures adherence to ITIL best practices and organizational SLAs.

• Supervise day-to-day Service Desk operations and ensure smooth service delivery
• Monitor ticket queues, workloads, and escalation processes
• Ensure incidents and requests are resolved within agreed SLAs
• Lead, coach, and mentor Service Desk staff
• Conduct performance reviews and provide regular feedback
• Develop training plans to enhance team capability
• Act as escalation point for major incidents
• Coordinate incident response and communication to stakeholders
• Identify recurring issues and drive root cause analysis
• Implement and optimize ITIL processes (Incident, Request, Problem, Change support)
• Identify opportunities to improve efficiency, automation, and service quality
• Maintain and improve knowledge base documentation
• Track and report KPIs (SLA compliance, ticket trends, CSAT, resolution time)
• Prepare operational reports for management
• Ensure compliance with company policies and audit requirements
• Collaborate with infrastructure, applications, and business teams
• Communicate service performance and improvement initiatives

Requirements

• Bachelor’s degree in IT, Computer Science, Engineering, or related field
• 3–5+ years experience in Service Desk or IT Support
• At least 1–2 years in a supervisory or leadership role
• Experience with ITSM tools (e.g., ServiceNow, Jira, Freshservice, Zendesk)
• ITIL Foundation certification (preferred)