Service Desk Team Leader

HCL Technologies Philippines Inc; Taguig; On-site; PHP 502,000 - 837,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking a Service Desk Lead to manage daily operations at our 100% on-site workplace in McKinley Hill, Taguig City, Philippines. You will guide service desk analysts, provide technical support, and ensure high-quality customer experiences while coordinating workflows in a graveyard-shift environment.

The role requires strong ITSM knowledge, leadership, and collaboration across IT teams to drive SLA adherence and improve service delivery.

Qualifications

• Experience in a service desk or IT support environment.
• Strong knowledge of ITSM processes: Incident, Request, and Problem Management.
• Excellent communication, leadership, and customer service skills.
• Ability to troubleshoot common hardware, software, and network issues.
• Familiarity with ticketing tools and remote support technologies.

Responsibilities

• Lead and support a team of service desk analysts in handling incidents and service requests.
• Monitor ticket queues to ensure timely resolution and adherence to SLAs.
• Serve as an escalation point for complex technical issues.
• Provide coaching, mentoring, and performance feedback to team members.
• Ensure accurate documentation of processes, troubleshooting steps, and knowledge articles.
• Coordinate with other IT teams to resolve recurring issues and improve service delivery.
• Track and report service desk performance metrics.
• Assist with scheduling, workload distribution, and shift coverage.

Skills

Service desk management

ITSM processes (Incident, Request, PM)

People leadership

Communication skills

Troubleshooting hardware/software

Tools

Ticketing systems

Remote support tools

Job description

About the role

Lead the daily operations of the service desk team from our 100% on-site workplace in McKinley Hill, Taguig City, Philippines. You will guide service desk analysts, provide technical assistance, coordinate workflows, and help deliver timely, high-quality support and excellent customer experiences. This role follows a graveyard shift and shifting schedule.

Key responsibilities

• Lead and support a team of service desk analysts in handling incidents and service requests.
• Monitor ticket queues to ensure timely resolution and adherence to service level agreements.
• Serve as an escalation point for complex technical issues.
• Provide coaching, mentoring, and performance feedback to team members.
• Ensure accurate documentation of processes, troubleshooting steps, and knowledge articles.
• Coordinate with other IT teams to resolve recurring issues and improve service delivery.
• Track and report service desk performance metrics.
• Assist with scheduling, workload distribution, and shift coverage.

What we're looking for

• Experience in a service desk or IT support environment.
• Strong understanding of IT service management processes, including Incident, Request, and Problem Management.
• Excellent communication, leadership, and customer service skills.
• Ability to troubleshoot common hardware, software, and network issues.
• Familiarity with ticketing tools and remote support technologies.
• Ability to work on-site in McKinley Hills, Taguig City, and follow a graveyard shift and shifting schedule.