Service Desk Team Lead – Coaching & Performance

Hammerjack Pty Ltd; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a dedicated Service Desk Team Lead to mentor a small IT support group, ensure intraday schedule adherence and maintain service levels. You will conduct coaching, training, performance evaluations, and recruitment collaboration while promoting a cohesive team environment and enforcing policy compliance.

Strong communication, problem solving, and ITIL familiarity are valued; 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.
• ITIL Foundations experience is a plus (ITO Service Delivery).
• Shift flexibility and schedule adherence required; Team Lead Apprenticeship Graduate preferred.

Responsibilities

• Manage small or tier I service desk teams.
• Coach, counsel, provide feedback and recognize performance.
• Ensure technicians meet goals including attendance and metrics.
• Write performance evaluations and conduct merit reviews.
• Perform root cause analysis and identify improvements.
• Support recruitment with the Recruiting Department.
• Foster a cohesive team environment and monitor quality.
• May provide workforce management and handle special projects.

Education

Bachelor's degree or equivalent

Team Lead Apprenticeship Graduate

Coaching and mentoring

Attention to detail

Problem solving

Excellent communication

Job description

Hammerjack Pty Ltd in the Philippines is seeking a dedicated Service Desk Team Lead to mentor a small IT support group, ensure intraday schedule adherence and maintain service levels. You will conduct coaching, training, performance evaluations, and recruitment collaboration while promoting a cohesive team environment and enforcing policy compliance.

Strong communication, problem solving, and ITIL familiarity are valued; shift flexibility is required.