Team Leader - Service Desk Operations

About the role

Tech Mahindra Philippines is seeking a proactive Team Leader to oversee a group of Service Desk Analysts. You will ensure efficient handling of IT incidents and requests, maintain service quality, and support continuous improvement initiatives.

Key responsibilities

• Lead and manage a team of 15+ Service Desk Analysts, monitoring daily performance against SLA targets.
• Conduct performance management activities, including coaching, disciplinary actions, and performance reviews.
• Identify and resolve issues affecting team productivity and service quality.
• Assist the Service Desk Manager in planning, developing, and implementing process improvements.
• Coordinate and communicate priority incidents, escalations, and follow‑up actions.
• Collaborate with problem management to drive cost‑saving and continuous improvement projects.
• Prepare weekly and monthly business review reports for clients and stakeholders.
• Perform other related duties as assigned, including occasional rotating shifts.

Required profile

• Bachelor’s degree in IT, Computer Science, MIS or related field, or equivalent experience.
• Minimum 1 year of experience as a Service Desk Team Lead or in a comparable supervisory role.
• ITIL knowledge (preferred) and any technical certification in the IT field (a plus).
• Strong analytical, troubleshooting, and problem‑solving abilities.
• Willingness to work a 24/7 rotating schedule, including holidays, weekends, and rest days.
• Flexibility to work at any location assigned by the company.

Required skills

• PC, laptop, mobile device, and printer hardware knowledge.
• Network troubleshooting and remote assistance tools.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• ITIL framework (preferred).

What we offer

• Clear career progression with promotion opportunities.
• Continuous learning through trainings and development programs.
• Inclusive, people‑first workplace culture.
• Health coverage and employee referral rewards.