Service Desk Team Lead

H2 Software; Makati; On-site; PHP 558,000 - 781,200; Full time

Job summary

A leading software company in Makati is seeking an experienced Team Leader for its Service Desk. The successful candidate will manage a team of analysts, ensuring high performance through the monitoring of key metrics and providing coaching. A minimum of 4 years in IT support, including leadership experience, is essential. Strong communication and stakeholder management skills are required. This role is on-site, offering an opportunity to lead in a dynamic environment.

Qualifications

• At least 4+ years of Service Desk/IT support experience.
• 1+ years in a leadership role required.
• Strong leadership and people management skills.

Responsibilities

• Lead and manage a team of Service Desk Analysts across multiple shifts.
• Drive performance by monitoring KPIs, SLAs, and customer satisfaction metrics.
• Provide coaching, mentoring, and performance evaluations for team members.

Skills

Leadership

Coaching

Communication

Stakeholder management

Education

Bachelor's degree

Job description

On-site - Makati 3-5 Yrs Exp Bachelor Full-time

Job Description

• Lead and manage a team of Service Desk Analysts across multiple shifts
• Drive performance by monitoring KPIs, SLAs, and customer satisfaction metrics
• Provide coaching, mentoring, and performance evaluations for team members
• Manage escalations and coordinate with higher-level support teams as needed
• Ensure adherence to ITIL processes, company policies, and best practices

Qualifications

• At least 4+ years of Service Desk/IT support experience, with 1+ years in a leadership role
• Strong leadership, coaching, and people management skills
• Excellent communication and stakeholder management skills
• Knowledge of ITIL framework or similar service management processes
• Willing to work onsite in Makati, Taguig, or Pasig

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