Service Desk Shift Lead

H2 Software Consulting Services Inc.; Makati; On-site; PHP 669,600 - 892,800; Full time

Job summary

A technology consulting firm is seeking an IT Service Desk Team Lead for their Philippine location in Makati. In this role, you will oversee day-to-day operations, monitor service queues, and provide support to team members. Ideal candidates should have over 3 years of IT support experience, with leadership exposure preferred. Excellent communication and troubleshooting skills are essential. This full-time position requires flexibility for shifting schedules, including weekends and holidays.

Qualifications

• 3+ years of Service Desk/IT support experience, preferably with leadership exposure.
• Strong troubleshooting, organizational, and decision-making skills.
• Good to excellent communication skills (verbal and written).
• 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.
• Act as first point of escalation for Service Desk Analysts.
• Provide guidance, coaching, and support to team members.

Skills

Troubleshooting skills

Organizational skills

Decision-making skills

Communication skills

Job description

IT Service Desk Team Lead (AU Retail, Office-based)

Responsibilities:

• 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

Location: Makati, Taguig, or Pasig

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting