Tech Service Desk Ops Lead & Incident Champion

PAN ASIA HR CONSULTING PH INC.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

PAN ASIA HR CONSULTING PH INC. seeks an experienced IT Service Desk Lead to manage and mentor a team, oversee incident management, and ensure service delivery meets SLAs. You will coordinate with stakeholders and vendors, monitor key metrics, and drive continuous improvement across global support operations.

The role requires strong leadership, ITSM expertise, data-driven decision making, and excellent communication to manage diverse teams and ensure high customer satisfaction.

Qualifications

• Proven leadership and people-management skills.

Responsibilities

• Manage and mentor Service Desk Leads and agents.
• Allocate resources effectively and ensure coverage for all shifts.
• Drive talent development and assist in hiring processes.
• Monitor daily operations, including incident management.
• Conduct regular reviews with stakeholders and vendors.
• Ensure adherence to SLAs and escalation protocols.
• Implement and follow Incident management processes for scope or schedule adjustments.
• Track and report significant problems and incidents, ensuring timely resolution.
• Collaborate with internal teams and external vendors for service delivery.
• Monitor metrics such as AHT, MTTR, FCR, and NPS.

Skills

Leadership

ITSM

Data analysis

Stakeholder management

Service desk operations

SLA management

ITIL

Tools

Genesys

Nice

Cisco

Job description

PAN ASIA HR CONSULTING PH INC. seeks an experienced IT Service Desk Lead to manage and mentor a team, oversee incident management, and ensure service delivery meets SLAs. You will coordinate with stakeholders and vendors, monitor key metrics, and drive continuous improvement across global support operations.

The role requires strong leadership, ITSM expertise, data-driven decision making, and excellent communication to manage diverse teams and ensure high customer satisfaction.