Service Desk Shift Lead

H2 Software; Makati; On-site; PHP 400,000 - 600,000; Full time

Job summary

H2 Software is looking for a dedicated professional to oversee day-to-day operations in their Makati office. The ideal candidate will have at least 3-5 years of experience in Service Desk or IT support, including leadership exposure. Your responsibilities will include managing incident escalations, coaching team members, and ensuring excellent customer service standards.

We seek someone with strong troubleshooting and communication skills, willing to work flexible schedules. Join us for an opportunity that fosters growth and excellence in the IT field.

Qualifications

• 3+ years of Service Desk/IT support experience, with leadership exposure preferred.
• Experience in managing ticket queues and incident escalations.
• Willingness to work on shifting schedules, including weekends and holidays.

Responsibilities

• Oversee day-to-day operations during assigned shift.
• Monitor ticket queues and ensure SLA compliance.
• Provide guidance and support to team members on shift.

Skills

Troubleshooting skills

Organizational skills

Decision-making skills

Communication skills (verbal and written)

Education

Bachelor's degree

Job description

On-site - Makati, 3-5 Years Experience, Bachelor, Full-time

Job Description

• Oversee day-to-day operations during assigned shift
• Monitor ticket queues, ensure SLA compliance, and manage incident escalations
• Act as first point of escalation for Service Desk Analysts
• Provide guidance, coaching, and support to team members on shift
• Prepare shift handover reports and ensure smooth transition across shifts
• Maintain excellent customer service and issue resolution standards

Qualifications

• At least 3+ years of Service Desk/IT support experience, with leadership exposure preferred
• Strong troubleshooting, organizational, and decision-making skills
• Good to excellent communication skills (verbal and written)
• Willing to work on shifting schedules, including weekends and holidays