Service Desk Team Leader

Dynamic Talent Solutions; Taguig; On-site; PHP 436,356 - 501,084; Full time

Job summary

A leading IT service provider in Metro Manila is seeking a Service Desk Team Leader to manage and enhance service desk operations. The ideal candidate has over 2 years of experience, strong leadership skills, and the ability to troubleshoot IT issues effectively. This role requires excellent communication and the ability to maintain high standards of customer service while working 100% onsite in a dynamic environment.

Qualifications

• At least 2 years of experience as a Service Desk Team Leader.
• Ability to manage service desk operations and support escalations.
• Strong leadership and coaching capabilities.

Responsibilities

• Oversee the service desk operations to ensure excellent service delivery.
• Provide remote support for hardware and software issues.
• Coordinate with vendors for effective service management.

Skills

Customer service management

Problem diagnosis

Communication skills

Team leadership

Knowledge of ITIL

Remote support

Tools

ITSM tools (e.g., ServiceNow, Remedy)

MS Office Suite

Windows operating systems

Job description

Overview

As a Service Desk Team Leader, you manage a team of Service Desk Analysts, and you are responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met. You also supervise the activities of all the members to ensure that they deliver excellent customer service and provide customer guidance.

Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone, email, or chat for customer’s end users
• Route problems to internal 2nd and 3rd level IT support staff
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
• Administer and provide User account provisioning
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
• Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Should have hands on experience windows based client operating systems like windows 7, vista, XP Knowledge on server, Network, storage and other IT Infrastructure devices
• Knowledge of Active directory, exchange Knowledge in ITSM tools like service now, Remedy and etc.
• In depth Knowledge on MS office suit Knowledge on Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc.
• Support knowledge on laptop, desktop, printers PDA, blackberry
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations
• Should have strong verbal / written communication
• Excellent interpersonal skills with the ability to influence both I.T. and the business

Qualifications

• With at least 2 years of experience as Service Desk Team Leader (open for both TSR and SD TL)
• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching

Employment Details

• Monthly Salary: ₱44,900 (₱39,100 base + ₱5,800 allowance)
• Work Set Up: 100% Onsite
• Schedule: Graveyard shift and shifting schedule (weekends off not fixed)
• Experience Required: Minimum 2–3 years as a Team Lead (Service Desk operations experience preferred)
• Work Location: 7th Floor, One World Square, Upper McKinley Hill, Taguig, 1634