Service Desk Team Lead

Indra Philippines, Inc.; Cagayan de Oro; Presencial; PHP 500.000 - 700.000; Jornada completa

Descripción de la vacante

Indra Philippines, Inc. is seeking an IT Service Desk Team Leader to manage a 1st level technical support team in Cagayan de Oro. You will escalate complex issues, promote ITSM best practices, and ensure high customer service across all support queries.

The role requires 3+ years in service desk leadership, ITIL familiarity, and strong communication. On-site position with responsibilities for incident management, reporting, and process improvements.

Formación

• Bachelor's degree in any IT related course.
• At least 3 years of experience as an IT Service Desk Team Leader.
• Experience supervising a team delivering high-quality outputs.
• Experience with incident/problem management and ITIL processes.
• Stakeholder engagement skills and strong business understanding.
• Excellent collaboration and communication skills.

Responsabilidades

• Manage the Service Desk and staff for 1st level technical support, including remote support.
• Act as escalation point for unresolved calls.
• Promote high customer service ethics across support queries and ITSM principles.
• Report to senior managers on issues impacting business or client.
• Own incident management and request fulfilment on the Service Desk.
• Ensure calls are logged in the Service Desk system and track SLAs.
• Provide regular ticket-related reports and SLA performance metrics.
• Ensure quality Service Desk output and up-to-date knowledge base.
• Identify continuous service improvements and document processes.
• Assist with RCA on escalations and maintain day-to-day team activity and schedules.

Conocimientos

Stakeholder engagement

Customer service excellence

Verbal and written communication

Prioritization & time management

Team leadership

Independent and collaborative work

Educación

Bachelor's degree in IT

Herramientas

ITIL

Microsoft certifications

Cisco

Descripción del empleo

Responsibilities:

• Manage the Service Desk and staff to provide 1st level technical support includinglevel handling remote support.

• Act as a further escalation point for unresolved or escalated calls.

• Take on a wider customer service role and promote the customer service ethics tomaintain a high degree of customer service for all support queries and adhere to allservice management principles.

• Report to senior managers on any issue that could significantly impact the businessand/or the client.

• Take overall responsibility for incident management and request fulfilment on theService Desk.

• Ensure all calls are logged in the Service Desk logging system.

• Provide regular reports related to tickets depending on the requirement including SLAperformance.

• Ensures quality output of Service Desk in terms of ticket handling and customerservice.

• Ensures knowledge management systems and documentation are kept up to date.

• Identify continuous service improvements in the Service Desk including creation ofprocess documentations in aid of the operations.

• Responsible for providing/extracting Customer Satisfaction Survey report on a regularbasis.

• Aid on root cause analysis (RCA) on any escalations raised by the client.

• Manage the day-to-day work activities of the team, including timelines, customer experience, and prioritizing and allocating workflow.

• Organize and plan for the schedule of the team.

Qualifications:

Candidates must be based or willing to work in Bugo, Cagayan De Oro in Misamis Oriental

• Bachelor's degree in any IT related course.

• At least 3 years of experience as an IT Service Desk Team Leader.

• Experience in managing and supervising a team in the delivery of high-quality workoutputs and team performance,

• Experience in addressing complex issues and demonstrated incident/problemmanagement skills,

• Experience working within a Service Management framework e.g. applying ITIL processes.

• Demonstrated stakeholder engagement skills.

• Strong business understanding and focus.

• Demonstrated conflict management and resolution experience.

• Microsoft, ITIL, Cisco or other certification would be an advantage.

• Excellent collaboration and verbal and written communication skills.

• Excellent prioritization and time management skills.

• Exceptionally strong customer service skills and professional attitude.

• Self-motivated, with strong ability to work both independently and with teams andmanagers as appropriate.