Service Desk Team Leader

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Health coverage

Referral rewards

Career growth opportunities

Job summary

Tech Mahindra Philippines, Inc. is seeking a Service Desk Team Leader to oversee a 24/7 Service Desk in an on-site Eastwood setting. You will coach a team, manage incidents across voice, chat, email and ticketing channels, and ensure SLA/KPI targets are met.

The role requires 3+ years IT Service Desk experience (2+ in a leadership capacity), ITIL/ITSM knowledge, and hands-on skills with ServiceNow, Microsoft 365, Active Directory, Excel and dashboards.

Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or related discipline or equivalent experience.
• Minimum 3 years of IT Service Desk experience, including at least 2 years in a Team Lead or Supervisory capacity.
• Proven experience leading enterprise Service Desk operations across voice, chat, email, and ticketing channels.
• Strong BPO/ITO delivery experience with exposure to international clients and stakeholder management.
• Solid knowledge of ITIL service management, Incident Management, Request Fulfillment, Major Incident Support, and ITSM platforms like ServiceNow.
• Strong people leadership, analytical, reporting, and continuous improvement capabilities with working knowledge of Microsoft 365, Active Directory, Excel, PowerPoint, dashboards, and remote-support tools.

Responsibilities

• Lead and manage a 24/7 Service Desk team, including coaching, mentoring, performance management, workload allocation, and team development.
• Oversee daily Service Desk operations across voice, chat, email, and ticketing channels, ensuring incidents and service requests are handled effectively.
• Drive SLA, KPI, and service-quality performance, managing escalations, Major Incidents, and resolving operational issues through sound decision-making and root-cause analysis.
• Ensure adherence to ITIL processes and ITSM practices, with hands-on familiarity in ServiceNow or similar tools, Incident Management, Request Fulfillment, Microsoft 365, and Active Directory.
• Manage client and stakeholder relationships, ideally within a Global Service Desk, Managed Services, BPO/ITO, or international client environment.
• Drive reporting and continuous improvement, using operational data, dashboards, Excel, and PowerPoint to identify trends, improve processes, and enhance customer experience.

Skills

People leadership

Analytical

Reporting

Continuous improvement

Stakeholder management

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

ITSM

Incident Management

Microsoft 365

Active Directory

Excel

PowerPoint

Job description

We’re Hiring: Service Desk Team Leader (can start ASAP)

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team

Your Day-to-Day

• Lead and manage a 24/7 Service Desk team, including coaching, mentoring, performance management, workload allocation, and team development.
• Oversee daily Service Desk operations across voice, chat, email, and ticketing channels, ensuring incidents and service requests are handled effectively.
• Drive SLA, KPI, and service-quality performance, managing escalations, Major Incidents, and resolving operational issues through sound decision-making and root-cause analysis.
• Ensure adherence to ITIL processes and ITSM practices, with hands‑on familiarity in ServiceNow or similar tools, Incident Management, Request Fulfillment, Microsoft 365, and Active Directory.
• Manage client and stakeholder relationships, ideally within a Global Service Desk, Managed Services, BPO/ITO, or international client environment.
• Drive reporting and continuous improvement, using operational data, dashboards, Excel, and PowerPoint to identify trends, improve processes, and enhance customer experience.

What We’re Looking For

• Bachelor’s degree in IT, Computer Science, Engineering, or a related discipline, or equivalent relevant experience.
• Minimum 3 years of IT Service Desk experience, including at least 2 years in a Team Lead or Supervisory capacity.
• Proven experience leading enterprise Service Desk operations across voice, chat, email, and ticketing channels, preferably within a Global or Managed Services environment.
• Strong BPO/ITO delivery experience, with exposure to international clients, stakeholder management, service performance, and operational delivery.
• Solid knowledge of ITIL service management, Incident Management, Request Fulfillment, Major Incident Support, and ServiceNow or comparable ITSM platforms.
• Strong people leadership, analytical, reporting, and continuous improvement capabilities, with working knowledge of Microsoft 365, Active Directory, Excel, PowerPoint, dashboards, and remote‑support tools.

Work Setup: Full-time Onsite in Eastwood, shifting schedules, and graveyard shift

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.