Information Technology Service Desk Team Lead

AVENSYS CONSULTING INC. is seeking an experienced IT Service Desk Lead to join our growing team in Eton Centris, Quezon City. This is a full-time position responsible for leading Service Desk operations, driving service excellence, managing escalations, and ensuring the delivery of high-quality IT support services for global users.

As an IT Service Desk Lead, you will oversee daily support operations, monitor SLA performance, lead a team of analysts, and collaborate with cross-functional IT teams to ensure operational efficiency and customer satisfaction.

Key Responsibilities

• Lead, mentor, and manage Service Desk Analysts to achieve operational and service delivery objectives.
• Monitor SLA attainment, ticket queues, and team performance metrics.
• Handle major incidents, critical issues, and escalation management.
• Perform coaching, performance management, and continuous development of team members.
• Drive process improvement initiatives to enhance service quality and operational efficiency.
• Coordinate with Infrastructure, Network, Security, and Application Support teams to resolve complex issues.
• Ensure high levels of customer satisfaction and effective stakeholder communication.
• Support reporting, service reviews, and operational governance activities.

What We're Looking For

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• Minimum 5 years of Service Desk, IT Helpdesk, or Technical Support experience.
• At least 1-2 years of leadership, supervisory, or team lead experience.
• Experience supporting global or international users in an enterprise environment.
• Strong incident management, escalation management, and stakeholder management skills.
• Excellent troubleshooting, analytical, and problem-solving capabilities.
• Good to excellent English communication skills, both written and verbal.
• Willing to work 100% onsite at Eton Centris, Quezon City.
• Amenable to night shift and shifting schedules.

Preferred Qualifications

• ITIL Foundation or Intermediate Certification.
• Microsoft Certifications.
• Lean Six Sigma Certification.
• Experience working within SLA-driven support environments.
• Healthcare or medical account support experience is an advantage but not required.