IT Service Desk Team Lead

Frontline IT Leadership Supporting Global Business Operations

Behind every reliable system is a service desk that never drops the ball. This opportunity puts you in charge of leading frontline IT support that enables teams across regions to work without disruption. You'll guide analysts, manage incidents, improve service performance, and set the standard for customer-focused IT delivery-within an organization known for integrity, stability, and people-first leadership.

Job Description

As an IT Service Desk Team Lead, you'll oversee end-to-end service desk operations. You'll manage incidents and service requests, ensure SLA compliance, coach team members, and lead continuous improvement initiatives. This role combines technical leadership, operational oversight, and people management in a fast-paced, global support environment.

Job Overview

Employment type: Full-time

Shift: Shifting, Weekends Off

Work setup: Hybrid, Makati/Ortigas

Exciting Perks Await!

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Makati/Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Bachelor's degree in Information Technology, MIS, or similar program; or equivalent work experience.
• 3-7 years of total IT Service Desk experience, with a minimum of 3 years in a Team Lead or supervisory role
• Proven supervisory responsibility, including task allocation, escalation management, coaching, and performance monitoring
• Strong working knowledge of enterprise IT support environments, including:
• Windows desktop and server support (Windows 10/7/2000/XP/Vista/Server 2000/2003)
• Microsoft Office, Outlook, Exchange, IIS, or ISA
• Avaya or Nortel telephony
• LAN/WAN (Cisco or 3Com), TCP/IP
• Active Directory administration
• ITIL qualification or experience (preferred)
• Excellent written and spoken English, suitable for professional, customer-facing, and leadership communication
• Demonstrated leadership maturity, with the ability to:
• Make decisions under pressure
• Manage incidents or crisis situations calmly
• Take ownership and lead by example
• Availability and reliability, including responsiveness during the hiring process and willingness to work rotational shifts if required

Your Daily Tasks

• Manage the ITSD team to provide customer support and advice on all IT issues
• Provide a single point of contact IT Service Desk team with ownership for incidents, problems and service requests from internal and external customers.
• Oversee shift activities including influx of tickets, emails, chat, etc., ensuring availability of SD to customers and team productivity, including SDA workforce planning
• Monitor system performance and faults to ensure the IT Service Desk team are meeting or exceeding customer SLA's
• Undertake incident trend analysis and identify methods of improvement.
• Aid in determining Priority when necessary, explaining to customer/client, and escalating internally (educate Operations for future)
• Manage pending or open incidents/service requests, including high severity incidents, for follow up or resolution based on set SLA
• Prioritize workload of IT Service Desk Analysts.
• Ensure that all customer communication is timely and appropriate and that updates are actioned in accordance with SLA's
• Conduct coaching and mentoring for SDA's and SDSL's to enhance:
• Customer service skills
• Accuracy and completeness of incident/service request documentation
• Responsiveness in incident/service request communication and resolution
• Adherence to established policies and procedures (e.g. SLA)
• Define and measure individual and team targets for the IT Service Desk Analysts to ensure performance meets/exceeds customer expectations.
• Define and produce reports (including Service Reports on Incidents/Changes/Problems) to required standard for use in both Customer/Client feedbacks on IT Services, volumes, performance (SLA) and for internal use on individual and team performance.
• Hold regular service review meetings with appropriate members of the user community and other IT departments.
• Act as a member of the IT Department escalation and crisis management team - requiring 24x7 availability on a rotational basis.
• Perform SDA duties when necessary
• Act as owner for Severity 1 incidents - coordinating escalation and notification to senior management, internal functional IT teams, transition to leader for incoming shift and aiding in coordination to ensure SLA targets
• Initiate Turnover procedures for Priority issues to incoming shift
• Aid in transition and assignment from Incident to Problem if necessary
• Monitor and support IT security policy adherence.
• Deliver continuous service improvements to maximize customer satisfaction
• Manage and maintain a Knowledge Base for IT Service delivery, ensuring that IT Service Desk Analysts work to and document procedures for incident, problem and change management services. Adapt with flexibility to any additional responsibilities set by the IT ServiceDesk Manager

Why We Stand Out Among the Rest!

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire.

Tim Vorbach, CEO

#EmaptaEra