Service Desk Team Lead – Onsite (San Juan, Philippines)

About the role

The Service Desk Team Lead is responsible for overseeing the daily operations of the service desk, ensuring timely and high‑quality support for end users. This onsite role in Greenhills, San Juan City, Philippines works on a graveyard shift schedule and coordinates the team to maintain service levels and a strong customer experience.

Key responsibilities

• Lead and support a team of service desk analysts handling incidents and service requests.
• Monitor ticket queues to ensure timely resolution and SLA compliance.
• Act as an escalation point for complex technical issues.
• Provide coaching, mentoring, and performance feedback to team members.
• Maintain proper 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.

Required profile

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

Required skills

• ITSM
• Ticketing tools
• Remote support technologies
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting