Service Desk Team Leader

Gratitude Philippines; Manila; On-site; PHP 421,178 - 701,964; Full time

Job summary

Gratitude Philippines in Cebu City is seeking a Service Desk Team Leader to lead a team of analysts in a 24x7 support environment, ensuring SLAs, performance, and customer satisfaction.

The role requires ITIL knowledge, experience in enterprise service desks, and strong leadership, communication, and coaching skills. This is an onsite position with a rotating 24x7 schedule, including weekends.

Qualifications

• Bachelor's Degree in IT, Computer Science, Engineering, or related field (or equivalent experience).
• 4–6 years of IT Service Desk experience.
• 1–2 years of Team Lead or Supervisory experience in a BPO/ITO environment.
• Experience supporting enterprise Service Desk environments.
• Experience managing voice, chat, email, and ticket support channels.
• Knowledge of ITIL Foundation principles and service management processes.
• Proficiency in ServiceNow or similar ITSM tools.
• BPO experience is required.
• Working knowledge of Microsoft 365, Active Directory, and remote support tools.
• Strong leadership, coaching, stakeholder management, and problem-solving skills.
• Excellent verbal and written communication skills.

Responsibilities

• Lead and manage a team of Service Desk Analysts in a 24x7 support environment.
• Drive achievement of contractual SLAs, operational KPIs, customer satisfaction, and business targets.
• Monitor ticket queues and oversee incident handling, escalation, assignment, and resolution activities.
• Ensure compliance with ITIL-aligned service management processes and procedures.
• Conduct team huddles, coaching sessions, performance reviews, and development planning.
• Manage attendance, schedule adherence, workforce utilization, and leave planning.
• Analyze operational performance and implement improvement initiatives.
• Conduct root cause analysis for operational issues and SLA misses.
• Participate in client governance meetings and business reviews.
• Collaborate with internal support functions and stakeholders.
• Prepare reports, dashboards, and governance presentations.
• Drive continuous improvement initiatives.
• Ensure compliance with operational standards and documentation requirements.

Skills

Leadership

Stakeholder management

ITIL

Service Desk

Incident management

Communication

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

Microsoft 365

Active Directory

Remote support tools

Job description

Position: Service Desk Team Leader

Location: Cebu City

Work Setup: Onsite

Work Schedule: 24x7 shifting schedule, including weekends and holidays

Salary: 62,900

Target Start Date: August 14, 2026

About the Role

We are seeking a Service Desk Team Leader to lead and manage a team of Service Desk Analysts in a 24x7 support environment while ensuring the achievement of service levels, operational excellence, and customer satisfaction.

Key Responsibilities

• Lead and manage a team of Service Desk Analysts in a 24x7 support environment.
• Drive achievement of contractual SLAs, operational KPIs, customer satisfaction, and business targets.
• Monitor ticket queues and oversee incident handling, escalation, assignment, and resolution activities.
• Ensure compliance with ITIL-aligned service management processes and procedures.
• Conduct team huddles, coaching sessions, performance reviews, and development planning.
• Manage attendance, schedule adherence, workforce utilization, and leave planning.
• Analyze operational performance and implement improvement initiatives.
• Conduct root cause analysis for operational issues and SLA misses.
• Participate in client governance meetings and business reviews.
• Collaborate with internal support functions and stakeholders.
• Prepare reports, dashboards, and governance presentations.
• Drive continuous improvement initiatives.
• Ensure compliance with operational standards and documentation requirements.

Qualifications

• Bachelor's Degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)
• 4–6 years of IT Service Desk experience
• 1–2 years of Team Lead or Supervisory experience in a BPO/ITO environment
• Experience supporting enterprise Service Desk environments
• Experience managing voice, chat, email, and ticket support channels
• Knowledge of ITIL Foundation principles and service management processes
• Proficiency in ServiceNow or similar ITSM tools
• BPO Experience is required
• Working knowledge of Microsoft 365, Active Directory, and remote support tools
• Strong leadership, coaching, stakeholder management, and problem-solving skills
• Excellent verbal and written communication skills