Service Desk Team Lead - Coaching & Performance

Stefanini, Inc; Pasay; On-site; PHP 520,000 - 750,000; Full time

Job summary

Stefanini, Inc in Pasay seeks a Technical Lead to guide and mentor a service desk team, ensuring service levels and performance targets are met. The role emphasizes leadership, coaching, and process adherence within a dynamic IT/BPO environment.

The ideal candidate brings 2+ years of team lead experience, strong communication, problem-solving skills, and a track record of personnel development. Full-time position with potential for project-based work and workforce coordination.

Qualifications

• Bachelor's degree or equivalent required.
• 2+ years of team lead/supervisory experience in a Service Desk environment.
• Must have 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

Leadership

Coaching

Communication

Problem solving

Education

Bachelor's degree or equivalent

Job description

Stefanini, Inc in Pasay seeks a Technical Lead to guide and mentor a service desk team, ensuring service levels and performance targets are met. The role emphasizes leadership, coaching, and process adherence within a dynamic IT/BPO environment.

The ideal candidate brings 2+ years of team lead experience, strong communication, problem-solving skills, and a track record of personnel development. Full-time position with potential for project-based work and workforce coordination.