Service Desk Team Lead - Lead & Elevate IT Support KPIs

H2 Software Consulting Services Inc.; Philippines; On-site; PHP 2,934,272 - 4,107,981; Full time

Job summary

A consulting firm is seeking an experienced IT Service Desk Team Lead to manage a team of analysts in Makati. You will drive performance by monitoring service metrics, coach team members, and manage escalations. Applicants should have at least 4 years of IT support experience and 1 year in a leadership role. Strong leadership and communication skills are essential. This full-time position requires working on-site, contributing to continuous improvement of service delivery.

Qualifications

• At least 4+ years of Service Desk/IT support experience, with 1+ years in a leadership role.
• Strong leadership, coaching, and people management skills.
• Excellent communication and stakeholder management skills.
• Knowledge of ITIL framework or similar service management processes.

Responsibilities

• Lead and manage a team of Service Desk Analysts across multiple shifts.
• Drive performance by monitoring KPIs, SLAs, and customer satisfaction metrics.
• Provide coaching, mentoring, and performance evaluations for team members.
• Manage escalations and coordinate with higher-level support teams as needed.
• Ensure adherence to ITIL processes, company policies, and best practices.
• Contribute to continuous improvement initiatives in service delivery.

Skills

Leadership skills

Coaching ability

Communication skills

Stakeholder management

Job description

• Lead and manage a team of Service Desk Analysts across multiple shifts
• Drive performance by monitoring KPIs, SLAs, and customer satisfaction metrics
• Provide coaching, mentoring, and performance evaluations for team members
• Manage escalations and coordinate with higher-level support teams as needed
• Ensure adherence to ITIL processes, company policies, and best practices

• Lead and manage a team of Service Desk Analysts across multiple shifts
• Drive performance by monitoring KPIs, SLAs, and customer satisfaction metrics
• Provide coaching, mentoring, and performance evaluations for team members
• Manage escalations and coordinate with higher-level support teams as needed
• Ensure adherence to ITIL processes, company policies, and best practices
• Contribute to continuous improvement initiatives in service delivery
  
  

Qualifications

• At least 4+ years of Service Desk/IT support experience, with 1+ years in a leadership role
• Strong leadership, coaching, and people management skills
• Excellent communication and stakeholder management skills
• Knowledge of ITIL framework or similar service management processes
• Willing to work onsite in Makati, Taguig, or Pasig