Service Desk Team Leader

Probe Group; Philippines; On-site; PHP 400,000 - 520,000; Full time

Job summary

Probe Group in the Philippines is seeking a Service Desk Team Leader to guide a team of service desk agents, ensuring customer-focused service delivery and SLA compliance.

This role collaborates with IT and business teams to resolve issues, drive process improvements, and maintain high operational efficiency under pressure while mentoring staff.

Qualifications

• Minimum 1 year of leadership or supervisory experience in a Service Desk.
• Experience with asset management, knowledge base usage, and SLA-based ticketing.
• Customer-facing experience in support roles.

Responsibilities

• Coordinate and monitor the resolution of service issues with customers, scheduling technical specialists and third parties, and providing progress updates.
• Maintain and update the Knowledge Base, ServiceDesk Policies, and Service Catalogue to ensure efficiency.
• Handle major incidents and problem tickets by investigating root causes and proposing solutions to minimize future impacts.
• Comply with information security policies and procedures.
• Mentor and coach team members to enhance technical skills and customer service knowledge; conduct regular training.
• Provide leadership and support for direct reports and appraise performance; manage KPIs where applicable.
• Perform other duties as required to ensure smooth ServiceDesk operations.

Skills

Leadership

Customer service

SLA knowledge

Asset mgmt

Knowledge base

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

About the role

The Service Desk Team Leader will lead a team of service desk agents, ensuring customer-focused service delivery and operational efficiency. Collaborating with various IT and business teams, will resolve technical issues, maintain SLAs, and drive process improvements. This role demands strong problem-solving, customer-facing skills, and resilience under pressure.

Duties & Responsibilities

• Coordinate and monitor the resolution of service issues by liaising with customers, scheduling technical specialists and third parties, and providing clear progress updates.
• Maintain and update systems, processes, and documentation, including the Knowledge Base, ServiceDesk Policies, and Service Catalogue, to ensure efficiency and relevance.
• Handle major incidents and problem tickets by investigating root causes, managing communications, and proposing solutions to minimize future impacts.
• Comply with Baker Delight’s information security policies and procedures

Mentor and coach team members to enhance their technical skills, customer service knowledge, and overall performance, conducting regular training sessions to meet defined targets.

• Provide leadership & support for direct reports, appraise their performance (If applicable)
• Ensure team & individual Key Performance Indicators (KPIs) are met (if applicable)
• Perform other duties as required to ensure the smooth operation of the ServiceDesk.

Qualifications and Key Competencies

• At least 1 year of leadership or supervisory experience in a Service Desk environment
• Knowledge of Asset Management, Knowledge Base use, and ticket management under SLAs.
• Customer-facing experience in customer service or support roles