Service Desk Tier 2 Team Lead

About the role

We are seeking a highly capable and detail‑oriented Service Desk Tier 2 Team Lead to oversee daily Tier 2 operations within our IT Support organization. Based in Manila and Pampanga, you will manage escalations, ensure SLA compliance, and drive high‑quality resolution of complex incidents.

Key responsibilities

• Review escalation and incident tickets, identify recurring issues and potential SLA breaches.
• Take full ownership of escalated incidents from investigation through resolution and closure.
• Perform advanced troubleshooting, root‑cause analysis, and coordinate with vendors and internal resolver teams.
• Provide regular incident updates to District Managers, Store Managers, and other stakeholders.
• Manage Tier 2 ticket queue, conduct detailed investigations, and document findings in the ticketing system.
• Collaborate with Tier 1 teams via Slack, supply solutions, guidance, and knowledge articles.
• Monitor tech escalation inboxes, prioritize VIP incidents, and ensure proper tagging and routing.
• Oversee Tier 2 agents’ call availability, monitor dashboards for trends, and assist callers as needed.

Required profile

• Detail‑oriented professional with strong analytical and problem‑solving abilities.
• Proven experience leading Tier 2 support operations and managing escalations.
• Excellent communication skills for interacting with internal teams, vendors, and client stakeholders.
• Ability to maintain documentation, adhere to ITSM best practices, and ensure service continuity.

Required skills

• ITSM processes and best practices
• Ticketing system usage
• Advanced troubleshooting and root‑cause analysis
• Slack collaboration tool
• Incident management