Service Desk Team Leader Cebu City
Full-time
EXECUTIVE RECRUITER SPECIALIST
About the Role We are seeking a Service Desk Team Leader to lead and manage a team of Service Desk Analysts in a 24x7 support environment while ensuring the achievement of service levels, operational excellence, and customer satisfaction Key Responsibilities
- Lead and manage a team of Service Desk Analysts in a 24x7 support environment.
- Drive achievement of contractual SLAs, operational KPIs, customer satisfaction, and business targets.
- Monitor ticket queues and oversee incident handling, escalation, assignment, and resolution activities.
- Ensure compliance with ITIL-aligned service management processes and procedures.
- Conduct team huddles, coaching sessions, performance reviews, and development planning.
- Manage attendance, schedule adherence, workforce utilization, and leave planning.
- Analyze operational performance and implement improvement initiatives.
- Conduct root cause analysis for operational issues and SLA misses.
- Participate in client governance meetings and business reviews.
- Collaborate with internal support functions and stakeholders.
- Prepare reports, dashboards, and governance presentations.
- Drive continuous improvement initiatives.
- Ensure compliance with operational standards and documentation requirements.
- Bachelor's Degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)
- 4–6 years of IT Service Desk experience
- 1–2 years of Team Lead or Supervisory experience in a BPO/ITO environment
- Experience supporting enterprise Service Desk environments
- Experience managing voice, chat, email, and ticket support channels
- Knowledge of ITIL Foundation principles and service management processes
- Proficiency in ServiceNow or similar ITSM tools
- Working knowledge of Microsoft 365, Active Directory, and remote support tools
- Strong leadership, coaching, stakeholder management, and problem-solving skills
- Excellent verbal and written communication skills
- Location: Cebu City
- Work Setup: Onsite
- Schedule: 24x7 shifting schedule, including weekends and holidays
- Employment Type: Probationary
Vacancy posted 5 days ago
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