Level 2 Service Desk Supervisor

About the role

The Level 2 Service Desk Supervisor leads the performance of the Level 2 services and support desk team in Cebu, ensuring contracted service levels are consistently met and customer expectations are exceeded.

Key responsibilities

• Lead, manage and coach Service Desk staff to deliver high‑standard customer service.
• Monitor, analyze and report on service level performance and implement continuous process improvements.
• Mentor team members, support personal development plans and lead major incident management during service disruptions.
• Own and resolve service complaints through to closure and perform IT Service Management functions including Incident, Problem and Escalation Management.
• Coordinate Service Desk resourcing, rostering and back‑fill arrangements.

Required profile

• Degree in Information Technology, Business Administration or related discipline.
• Minimum 3–4 years’ experience in a team leadership role within a service desk or IT support environment.
• Proven people‑management experience, including workforce planning, rostering and shift coordination.
• Demonstrated customer service excellence with ability to handle escalations and difficult conversations.
• Strong written and verbal communication, organizational and time‑management skills.

Required skills

• IT Service Management (Incident, Problem, Escalation Management).
• Workforce planning and rostering.
• Customer service and escalation handling.