Information Technology Service Desk Team Lead

WE ARE HIRING | IT SERVICE DESK LEAD

Location: , Quezon City, Philippines

Work Setup: Onsite

Shift: Night Shift / Rotational Shifts

We are looking for an experienced IT Service Desk Lead to oversee daily service desk operations, drive SLA performance, manage escalations, and lead a team of IT Service Desk Analysts.

Key Responsibilities:

• Lead and manage IT Service Desk Analysts to ensure smooth daily operations.
• Monitor SLA achievement, team performance, and service quality.
• Handle major incidents, technical escalations, and stakeholder concerns.
• Conduct team coaching, mentoring, and performance management.
• Identify opportunities for process improvements and operational efficiency.
• Coordinate with Infrastructure, Security, Network, and Application teams.

Required Qualifications:

• Bachelor's Degree in IT, Computer Science, or a related field.
• Minimum 5 years of IT Service Desk / Technical Support experience.
• At least 1–2 years of team leadership or supervisory experience.
• Strong experience in incident management, SLA monitoring, and stakeholder management.
• Must be amenable to night shifts and rotational schedules.

Preferred Certifications:

• ITIL Foundation / Intermediate
• Microsoft Certifications
• Lean Six Sigma