Service Desk Lead, Manila

Last update 2024-05-27
Expires 2024-06-27
ID #2141620935
Service Desk Lead, Manila
Philippines, Metro Manila, Manila,
Modified May 3, 2024


Responsibilities: Manage and provide effective guidance to a team of 15-20 Service Desk Engineers, delivering L1 IT support from head office and remotely Create an inspiring, motivational team environment with an open communication culture Monitor individual engineer performance against KPIs and agreed metrics Guide team members in meaningful professional development and encourage growth through mentorship and training Act as an escalation point and technical advisor in the diagnosis of problems, determining and implementing appropriate solutions, and guiding and/or communicating problem resolutions to customers Manage the knowledge base and ensure KB articles are kept relevant and up to date Monitor and ensure adherence to service level agreements and contractual obligations to our client(s) Conduct reporting to detect trends, repeat incidents and common issues; identifying and recommending ongoing service improvements Liaise directly with internal and external stakeholders on matters related to delivery of IT Service Desk to our client(s)   Qualifications: At least 2 years’ experience as a Service Desk Team Leader ITIL Foundations certified Management certifications highly regarded Experience with managing geographically diverse teams highly regarded

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Service desk lead

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