Information Technology Service Desk Team Lead

Company Description LanceSoft, Inc., founded in 2000, is a global provider of Workforce Solutions and IT Services for a diverse range of industries and enterprise clients, including Fortune companies. The organization focuses on connecting businesses with the right talent and individuals with meaningful opportunities, emphasizing an unbiased and human-centered approach. LanceSoft's services include temporary and permanent staffing, SOW engagements, payrolling, RPO, application design and development, project management, and engineering solutions. With over 5,000 professionals supporting 110+ clients worldwide, LanceSoft operates from its headquarters in Herndon, VA, and 32+ regional offices across North America, Europe, Asia, and Australia, supported by multiple delivery centers in India.

IT Service Desk Lead (B2)

Location : BGC, PH

Work Setup : On-Site

Salary Range : 60K to 80K

Job Summary

Oversees daily Service Desk operations, SLA compliance, escalations, and team performance.

Key Responsibilities

• Lead and manage Service Desk Analysts.

• Monitor SLA attainment and team performance.

• Handle major incidents and escalations.

• Conduct coaching and performance management.

• Drive process improvement initiatives.

• Coordinate with Infrastructure, Security, Network, and Application teams.

Qualifications

• Bachelor's Degree in IT or related field.

• Minimum 5 years of Service Desk experience.

• At least 1-2 years of leadership experience.

• Strong incident and stakeholder management skills.

Preferred Certifications

• ITIL Foundation or Intermediate

• Microsoft Certifications

• Lean Six Sigma