Service Desk Supervisor / Shift Lead / Team Lead

H2 Software Consulting Services Inc.; Makati; On-site; PHP 350,000 - 550,000; Full time

Job summary

H2 Software Consulting Services Inc. in the Philippines is seeking a motivated Helpdesk Supervisor, Shift Lead and Team Lead to oversee daily Service Desk operations and drive high performance.

The ideal candidate will coach and coordinate shift teams, handle escalations, ensure SLA compliance, and deliver excellent customer service across all incidents. Hands-on technical experience and strong communication skills will support leading a high‑performing team across shifts, including weekends or

Qualifications

• At least 1 year of experience leading a Helpdesk/Service Desk team, OR 3 years of Service Desk experience with leadership potential.
• Strong knowledge of service desk operations, ticketing systems, incident management, and SLA management.
• Excellent communication, problem-solving, and customer service skills.
• Ability to manage escalations, prioritize workload, and make sound decisions under pressure.
• Willingness to work on shifting schedules, weekends, or holidays as required by the operation.

Responsibilities

• Lead and manage daily service desk operations, ensuring SLA compliance and efficient ticket handling.
• Supervise, coach, and support service desk team members to achieve performance targets.
• Monitor real-time queues, manage shift activities, and prepare reports for smooth operations.
• Serve as point-of-contact for escalations, incident management, and cross-team coordination.
• Implement process improvements to enhance service delivery and operational efficiency.
• Manage staffing, scheduling, training, and development of service desk personnel.

Skills

Team leadership

Customer service

Communication

Incident management

SLA management

Ticketing systems

Job description

We are looking for a motivated and experienced Helpdesk Supervisor, Shift Lead & Team Lead to oversee daily Service Desk operations, support team performance, and ensure excellent service delivery. The ideal candidate is a strong communicator with hands‑on technical experience and the potential to lead and develop a high‑performing team.

Key Responsibilities:

• Lead and manage daily service desk operations, ensuring SLA compliance and efficient ticket handling.
• Supervise, coach, and support service desk team members to achieve performance targets.
• Monitor real‑time queues, manage shift activities, and prepare reports for smooth operations.
• Serve as point-of-contact for escalations, incident management, and cross-team coordination.
• Implement process improvements to enhance service delivery and operational efficiency.
• Manage staffing, scheduling, training, and development of service desk personnel.

Qualifications:

• At least 1 year of experience leading a Helpdesk/Service Desk team, OR 3 years of Service Desk experience with strong leadership potential.
• Strong knowledge of Service Desk operations, ticketing systems, incident management, and SLA management.
• Excellent communication, problem-solving, and customer service skills.
• Ability to manage escalations, prioritize workload, and make sound decisions under pressure.
• Willingness to work on shifting schedules, weekends, or holidays as required by the operation.