Service Desk Team Lead - Technical Coach & Operations

HCL Technologies Philippines Inc; Taguig; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

HMO Benefit with FREE 3 Dependents (on

Life Insurance for Employee

SL Convertible into CASH and Bonuses

Job summary

HCL Technologies Philippines Inc is seeking a Help Desk Lead to provide technical expertise and act as a liaison between the help desk and IM support groups. You will maintain skill continuity and ensure ongoing service improvements.

The role requires hands-on phone support, shift lead experience, and strong documentation. You will audit calls, streamline daily operations, and support the manager with project work while covering flex shifts. ITIL knowledge is preferred.

Qualifications

• 2 years total experience in Help Desk, Information Management, or Customer Service delivery field.
• 1-2 years of Shift Lead experience.
• Phone support experience necessary.
• Technical helpdesk or technical call center experience necessary.
• ITIL knowledge of V2 or V3 preferred (Service Desk, Incident, Problem, Change).

Responsibilities

• Provide technical expertise to the help desk team and liaise with IM support groups.
• Maintain skill continuity and improve help desk services.
• Offer telephone support to end users and participate in Problem Management.
• Coordinate with Development teams to transition new hardware/software to support.
• Audit and monitor calls and provide feedback.
• Develop processes to streamline daily help desk functioning.
• Support documentation and knowledge base maintenance.
• Back up help desk manager as needed.

Skills

Phone support

Communication skills

Documentation skills

Problem-solving

Cross-functional teamwork

Customer handling

Ability to learn quickly

Tools

MS Project

Visio

Job description

HCL Technologies Philippines Inc is seeking a Help Desk Lead to provide technical expertise and act as a liaison between the help desk and IM support groups. You will maintain skill continuity and ensure ongoing service improvements.

The role requires hands-on phone support, shift lead experience, and strong documentation. You will audit calls, streamline daily operations, and support the manager with project work while covering flex shifts. ITIL knowledge is preferred.