Service Desk Operations Lead – SLA-Driven ITIL & Team Coach

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

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.