Team Leader Financial Services - Service Desk

Required Technical Skill Set** ITSM & Ticket Management both Phone and Chat Support ; Strong understanding of Service Desk operations, incident management, and escalation handling.

Experience supporting customers in a Financial Services, Banking, Credit Card, or Payments environment.

Knowledge of customer service principles, account servicing, dispute resolution, and case management.

Ability to manage high-volume customer inquiries while maintaining service quality

standards.

Desired Experience Range** 3-5 years

Location of Requirement ** Client Site – BGC, Taguig

Shift if any(General/Night/Rotational) ** Rotational 24/7 Shifting

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

Strong knowledge of:

o ITIL framework (mandatory)

o ServiceNow or similar ITSM tools

o Windows OS, O365, Active Directory

o End User Computing (EUC), networking basics

o Retail store technologies (POS, devices, peripherals )

Familiarity with monitoring tools and enterprise IT environments

Responsibility of / Expectations from the Role

1 SME to identify shift left capabilities for a retail service desk environment

2 Networking background

3 Service Desk Background – Retail environment

4 Excellent communication skill

Team Leader - Service Desk role in a Financial Services environment will focus on customer service

excellence, service desk operations, people leadership, risk management, and stakeholder management.