Service Desk Team Lead & Performance Coach

Stefanini North America and APAC; Pasay; On-site; PHP 540,000 - 780,000; Full time

Job summary

Stefanini North America and APAC is seeking a Service Desk Team Lead in Pasay, Philippines to guide tier I teams, coach staff, and ensure adherence to schedules and metrics. The role emphasizes performance management, coaching, and process improvements across the helpdesk function.

The ideal candidate will have a bachelor’s degree, 2+ years in a supervisory service desk role, strong communication skills, and familiarity with ITIL principles.

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.
• 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

Team leadership

Coaching

Mentoring

Problem solving

Attention to detail

Verbal and written communication

ITIL awareness

Education

Bachelor's degree or equivalent

Job description

Stefanini North America and APAC is seeking a Service Desk Team Lead in Pasay, Philippines to guide tier I teams, coach staff, and ensure adherence to schedules and metrics. The role emphasizes performance management, coaching, and process improvements across the helpdesk function.

The ideal candidate will have a bachelor’s degree, 2+ years in a supervisory service desk role, strong communication skills, and familiarity with ITIL principles.