Service Desk Team Lead – AMS Region (Philippines)

About the role

Excis is seeking an experienced Service Desk Team Lead to manage its AMS Region Service Desk operations in the Philippines. You will lead a team of analysts, ensure high‑quality technical support, and maintain excellent customer satisfaction across the region.

Key responsibilities

• Lead, mentor and manage a team of Service Desk Analysts supporting users across the AMS region.
• Monitor daily operations to ensure incidents, requests and escalations are resolved within SLA targets.
• Act as the primary escalation point for complex technical and customer service issues.
• Conduct performance reviews, coaching sessions and training programs to improve team effectiveness.
• Manage workforce planning, scheduling, attendance and shift coverage for continuous service delivery.
• Analyze service desk metrics, KPIs and trends to drive operational excellence.
• Collaborate with infrastructure, network, security and application support teams for timely issue resolution.
• Ensure compliance with ITIL best practices, incident, problem and change management processes.
• Prepare and present operational reports and performance updates to management.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or related field, or equivalent experience.
• Minimum 5 years of IT Service Desk or Technical Support experience, including at least 2 years in a leadership role.
• Strong understanding of ITIL processes and enterprise‑level support environments.
• Proven ability to manage distributed teams and drive continuous improvement.

Required skills

• Windows operating systems
• Microsoft 365
• Active Directory
• Networking fundamentals
• Remote support tools
• ITSM platforms such as ServiceNow, Jira Service Management, Freshservice
• ITIL incident, request fulfillment and service operations