Service Desk Team Lead
Service Desk Team Lead
h2 software consulting services inc.Early Applicant
- Posted 2 months ago
- Be among the first 10 applicants
Job Description
- Lead and manage a team of Service Desk Analysts across multiple shifts
- Drive performance by monitoring KPIs, SLAs, and customer satisfaction metrics
- Provide coaching, mentoring, and performance evaluations for team members
- Manage escalations and coordinate with higher-level support teams as needed
- Ensure adherence to ITIL processes, company policies, and best practices
- Contribute to continuous improvement initiatives in service delivery
- At least 4+ years of Service Desk/IT support experience, with 1+ years in a leadership role
- Strong leadership, coaching, and people management skills
- Excellent communication and stakeholder management skills
- Knowledge of ITIL framework or similar service management processes
- Willing to work onsite in Makati, Taguig, or Pasig
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