Service Desk Team Lead

About the role

The Service Desk Team Lead is responsible for overseeing the daily operations of the service desk, ensuring that end‑users receive timely and high‑quality support. This position works on‑site in McKinley Hill, Taguig City, on a graveyard shift schedule.

Key responsibilities

• Lead and support a team of service desk analysts handling incidents and service requests.
• Monitor ticket queues to guarantee timely resolution and SLA compliance.
• Act as an escalation point for complex technical issues.
• Provide coaching, mentoring, and performance feedback to team members.
• Maintain accurate 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 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 process knowledge
• Ticketing tools
• Remote support technologies
• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting