Opportunity Description
Work Set-Up:
- 100% onsite in Mckinley Hill, Taguig City, Philippines
- Graveyard Shift and Shifting Schedule
Job Description:
The Service Desk Team Lead oversees daily operations of the service desk team, ensuring timely and high‑quality support for end users. This role provides guidance, technical assistance, and workflow coordination to maintain service levels and deliver excellent customer experience.
Key Responsibilities:
- Lead and support a team of service desk analysts in handling incidents and service requests.
- Monitor ticket queues to ensure timely resolution and adherence to SLAs.
- Serve as an escalation point for complex technical issues.
- Provide coaching, mentoring, and performance feedback to team members.
- Ensure proper documentation of processes, troubleshooting steps, and knowledge articles.
- Coordinate with other IT teams to resolve r...