Service Desk Team Lead - Customer-Driven IT Support

Indra Group; Philippines; On-site; PHP 446,000 - 893,000; Full time

Job summary

Indra Group in the Philippines is seeking an IT Service Desk Team Leader to supervise a service desk, deliver first-line technical support, and drive incident management. You will guide on-call rotations, mentor staff, and ensure adherence to service management principles while maintaining high customer satisfaction.

The role emphasizes escalation handling, logging, SLA reporting, knowledge base updates, and continuous service improvements, with a focus on collaboration across teams and

Qualifications

• 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 work outputs and team performance.
• Experience in addressing complex issues and demonstrated incident/problem management 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 and managers as appropriate.

Responsibilities

• Manage the Service Desk and staff to provide 1st level technical support including level 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 to maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Report to senior managers on any issue that could significantly impact the business and/or the client.
• Take overall responsibility for incident management and request fulfilment on the Service Desk.
• Ensure all calls are logged in the Service Desk logging system.
• Provide regular reports related to tickets depending on the requirement including SLA performance.
• Ensures quality output of Service Desk in terms of ticket handling and customer service.
• Ensures knowledge management systems and documentation are kept up to date.
• Identify continuous service improvements in the Service Desk including creation of process documentations in aid of the operations.
• Responsible for providing/extracting Customer Satisfaction Survey report on a regular basis.
• 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.

Skills

People leadership

IT service desk

Customer service

Incident management

ITIL processes

Stakeholder engagement

Communication skills

Time management

Team scheduling

Problem solving

Education

Bachelor's degree in IT-related field

Tools

Microsoft Certifications

Cisco Certifications

ITIL Certification

Job description

Indra Group in the Philippines is seeking an IT Service Desk Team Leader to supervise a service desk, deliver first-line technical support, and drive incident management. You will guide on-call rotations, mentor staff, and ensure adherence to service management principles while maintaining high customer satisfaction.

The role emphasizes escalation handling, logging, SLA reporting, knowledge base updates, and continuous service improvements, with a focus on collaboration across teams and