Service Desk Team Lead – ITIL & Customer Support

Indra Philippines, Inc.; Cagayan de Oro; On-site; PHP 500,000 - 700,000; Full time

Job summary

Indra Philippines, Inc. is seeking an IT Service Desk Team Leader to manage a 1st level technical support team in Cagayan de Oro. You will escalate complex issues, promote ITSM best practices, and ensure high customer service across all support queries.

The role requires 3+ years in service desk leadership, ITIL familiarity, and strong communication. On-site position with responsibilities for incident management, reporting, and process improvements.

Qualifications

• Bachelor's degree in any IT related course.
• At least 3 years of experience as an IT Service Desk Team Leader.
• Experience supervising a team delivering high-quality outputs.
• Experience with incident/problem management and ITIL processes.
• Stakeholder engagement skills and strong business understanding.
• Excellent collaboration and communication skills.

Responsibilities

• Manage the Service Desk and staff for 1st level technical support, including remote support.
• Act as escalation point for unresolved calls.
• Promote high customer service ethics across support queries and ITSM principles.
• Report to senior managers on issues impacting business or client.
• Own incident management and request fulfilment on the Service Desk.
• Ensure calls are logged in the Service Desk system and track SLAs.
• Provide regular ticket-related reports and SLA performance metrics.
• Ensure quality Service Desk output and up-to-date knowledge base.
• Identify continuous service improvements and document processes.
• Assist with RCA on escalations and maintain day-to-day team activity and schedules.

Skills

Stakeholder engagement

Customer service excellence

Verbal and written communication

Prioritization & time management

Team leadership

Independent and collaborative work

Education

Bachelor's degree in IT

Tools

ITIL

Microsoft certifications

Cisco

Job description

Indra Philippines, Inc. is seeking an IT Service Desk Team Leader to manage a 1st level technical support team in Cagayan de Oro. You will escalate complex issues, promote ITSM best practices, and ensure high customer service across all support queries.

The role requires 3+ years in service desk leadership, ITIL familiarity, and strong communication. On-site position with responsibilities for incident management, reporting, and process improvements.