Service Desk Team Lead - Coaching, Metrics & Growth

Stefanini North America and APAC; Pasay; On-site; PHP 540,000 - 660,000; Full time

Job summary

Stefanini North America and APAC is seeking a Service Desk Team Lead to manage small tier I teams in a fast paced environment. You will coach, counsel and recognize performance while ensuring intraday schedule adherence, attendance, and call center metrics.

You will also write evaluations, support hiring, perform root cause analysis and drive efficiencies with the recruiting team, fostering a cohesive, quality-driven service desk culture. Shift flexibility is required.

Qualifications

• Bachelor's degree or equivalent required.
• 2+ years of team lead/supervisory experience in a Service Desk environment.
• Experience in coaching, training, mentoring, interviewing and hiring.
• In-depth understanding of IT or BPO industry dynamics.
• Critical thinking and problem solving skills.
• Excellent attention to detail and organization skills.
• Superior verbal, written, facility and presentation skills.
• ITIL Foundations experience a plus (for ITO Service Delivery).
• Shift flexibility and schedule adherence are required for the position.
• Required : Team Lead Apprenticeship Graduate.

Responsibilities

• Typically manages small or tier I service desk teams.
• Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognition.
• Ensuring each Technician meets his or her required goals including intraday schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance.
• Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned.
• Performing root cause analysis and identifying opportunities for helpdesk efficiencies.
• Working with the Recruiting Department in hiring qualified candidates.
• Creating a cohesive team environment through consistent management.
• Quality monitoring.
• May provide workforce management.
• Special project work may be assigned as needed.

Skills

Coaching

Mentoring

Hiring

Communication

Problem solving

Attention to detail

Organization

Verbal communication

Education

Bachelor's degree or equivalent

Job description

Stefanini North America and APAC is seeking a Service Desk Team Lead to manage small tier I teams in a fast paced environment. You will coach, counsel and recognize performance while ensuring intraday schedule adherence, attendance, and call center metrics.

You will also write evaluations, support hiring, perform root cause analysis and drive efficiencies with the recruiting team, fostering a cohesive, quality-driven service desk culture. Shift flexibility is required.