Service Desk Shift Lead

HCL Technologies Philippines Inc

San Juan

On-site

PHP 600,000 - 1,000,000

Full time

6 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

HCL Technologies Philippines Inc. seeks an experienced Service Desk Shift Lead to manage day-to-day operations across onshore, offshore, and nearshore teams.

The role focuses on real-time queue management, escalation handling, SLA performance, and continuous service improvement in a large-scale retail environment. You will lead Service Desk Analysts, drive performance reviews, collaborate with HR, and ensure readiness during peak trading periods.

Qualifications

Minimum 3-5 years of experience in Service Desk leadership roles.
Experience managing Service Desk operations in a large enterprise environment.
Strong understanding of ITIL and ITSM principles.
Experience with SLA/KPI, queue management, incident handling and performance metrics.
Excellent communication and stakeholder management skills.
Experience using ServiceNow or similar ITSM platforms.

Responsibilities

Lead, mentor, coach, and manage Service Desk Analysts across locations.
Own real-time operations, queues, and incidents; ensure SLA compliance and CSAT.
Coordinate staffing, shift rosters, and coverage for peak periods.
Drive continuous service improvement through metrics, root cause analysis, and action plans.
Manage escalation handling and rapid incident resolution for retail environments.
Oversee governance, reporting, and knowledge management within Service Desk.

Skills

Service Desk Leadership

ITIL

ServiceNow

SLA/KPI management

Retail expertise

Tools

ServiceNow

Job description

About the Role

We are seeking an experienced Service Desk Shift Lead to manage day-to-day Service Desk operations supporting a large-scale retail environment. The role is responsible for real-time queue management, team leadership, escalation handling, SLA performance, workforce coordination, and continuous service improvement across onshore, offshore, and nearshore teams.

This position requires hands-on experience supporting retail Supermarkets, distribution centres, supply chain operations, store technology, and business-critical trading periods.

Key Responsibilities

Team Leadership and People Management

Lead, mentor, coach, and manage Service Desk Analysts across multiple locations.
Drive a high-performance culture through coaching, feedback, and accountability.
Support performance reviews, career development planning, recruitment, onboarding, and capability uplift.
Work with HR and leadership on employee engagement, performance management, and team effectiveness.

Operations and Service Delivery

Own real-time operational performance across all support channels, queues, and supported business areas.
Ensure consistent achievement of key service metrics including ASA, abandonment rate, First Contact Resolution, SLA compliance, and CSAT.
Monitor service queues and proactively manage workload distribution to maintain service stability.
Act as the primary escalation point for complex, critical, or high-impact incidents.
Drive timely incident resolution, root cause follow-up, and corrective action tracking.

Retail and Store Support Operations

Provide operational leadership for support across retail Supermarkets, support centres, distribution centres, warehouses, and corporate users.
Support business-critical retail technology including POS systems, EFTPOS/payment platforms, store devices, handheld scanners, store infrastructure, inventory applications, and supply chain systems.
Ensure operational readiness during peak trading periods, promotional events, stocktakes, seasonal sales, and public holidays.
Coordinate rapid response and restoration activities for incidents impacting store trading, customer transactions, or critical retail operations.
Understand the business impact of technology outages in a retail store environment and prioritize accordingly.

Workforce Planning and Scheduling

Forecast call volumes, ticket demand, and staffing requirements to support effective coverage.
Develop and maintain shift rosters and support coverage models.
Adjust staffing levels for demand fluctuations, leave coverage, training, transitions, and peak periods.
Collaborate with stakeholders to align capacity with business priorities and trading requirements.

Training, Quality Assurance and Knowledge Management

Lead onboarding, cross-skilling, and ongoing capability development for Service Desk teams.
Drive knowledge sharing and maintain documentation standards across SOPs, work instructions, runbooks, and knowledge articles.
Oversee quality assurance activities including ticket reviews, call quality monitoring, process compliance, and performance scorecards.
Identify training gaps and coordinate remediation sessions to improve service quality and consistency.

Change, Transition and Continuous Improvement

Support onboarding of new services, support functions, teams, and transition activities.
Coordinate knowledge transfer, operational readiness checks, and go-live support planning.
Drive continual service improvement using operational metrics, trend analysis, and customer feedback.
Support business continuity planning, operational resilience, and critical retail event readiness.

Governance, Reporting and Service Management

Ensure strong ServiceNow governance including ticket quality, categorization accuracy, priority accuracy, backlog ageing, reassignment reduction, and data integrity.
Produce operational reporting, dashboards, and service performance insights for leadership and customer stakeholders.
Monitor repeat contacts, reopens, customer effort, resolution quality, and other customer experience indicators beyond headline SLAs.
Support supplier performance management, contractual obligations, corrective action plans, and measurable continual improvement.

Stakeholder and Customer Engagement

Build effective relationships with business stakeholders, customer representatives, and internal leadership teams.
Align Service Desk operations with customer priorities, operational risk, and retail business needs.
Deliver clear service updates, service review inputs, and performance insights.
Manage escalations professionally and drive customer satisfaction and service quality outcomes.

Mandatory Skills and Experience

Service Desk Leadership

Minimum 3-5 years of experience as a Service Desk Shift Lead, Team Lead, Service Desk Supervisor, or equivalent role.
Proven experience managing Service Desk operations in a large enterprise environment.
Strong understanding of ITIL and IT Service Management principles.
Experience managing SLA, KPI, queue, incident, escalation, and operational performance metrics.
Excellent communication, stakeholder management, analytical, and leadership skills.
Experience using ServiceNow or a similar ITSM platform.

Retail and Store Support Experience - Mandatory

Previous experience supporting a retail, grocery, FMCG, or multi-store business environment.
Demonstrated understanding of retail store operations and trading-critical support requirements.
Experience supporting POS systems, payment/EFTPOS platforms, store infrastructure, retail applications, distribution centre operations, and supply chain systems.
Experience planning and managing support coverage for peak trading periods, promotional events, stocktakes, seasonal demand, and public holiday trading.
Ability to prioritize and manage incidents impacting store operations, customer transactions, and trading continuity.

Technical and Operational Skills

Strong workforce planning, shift scheduling, and real-time queue management capability.
Experience managing distributed teams across onshore, offshore, and nearshore locations.
Strong reporting and data-driven decision-making skills.
Understanding of quality assurance, knowledge management, and continuous improvement practices.
Ability to work effectively under pressure during critical incidents and high-volume support periods.

Preferred Qualifications