As an IT Service Desk Team Leader, you will establish, lead, and manage the IT support Service Desk operation. This is a key role that combines strategic planning with hands-on leadership, requiring someone who can build a high-performing team from the ground up while delivering exceptional IT service to the organization. You will be responsible for recruiting, training, and leading a team of 3-4 First Line IT Service Desk Analysts, while also playing a crucial role in the design and implementation of the Service Desk infrastructure.
Company Profile:
Our client is an IT solutions provider focusing on the needs of multinational companies operating in the Philippines. They have the experience and knowledge of working with hundreds of US, UK, Australian and European customers and aim to simplify the complexities of IT Procurement in region.
They provide a wide range of IT products and services to support the customers operations in the Philippines.
They are looking for a skilled, driven, and motivated IT Service Desk Team Leader who has the aptitude to learn and be able to work independently and contribute significantly to their growth. This role is well suited for an experienced IT Service Desk professional who is confident in taking ownership, leading by example, and driving team performance in a supportive environment.
Duties and Responsibilities:
Team Leadership & Management
- Recruit, interview, and select skilled IT Service Desk Analysts to build a world-class support team
- Lead, mentor, and develop team members through coaching, training, and performance management
- Create and maintain team schedules, ensuring appropriate coverage across all business hours
- Conduct regular one-to-ones, team meetings, and performance reviews
- Foster a collaborative, high-energy team environment focused on continuous improvement
- Set clear expectations, goals, and KPIs for team members
Service Desk Setup & Operations
- Design and implement the Service Desk operating model, processes, and procedures from inception
- Establish service level agreements (SLAs) and key performance indicators (KPIs)
- Configure and optimize ITSM tools and ticketing systems to maximize efficiency
- Develop and maintain comprehensive knowledge base and documentation standards
- Create escalation procedures and communication protocols
- Design quality assurance processes and customer satisfaction measurement systems
Strategic & Operational Leadership
- Serve as the primary point of escalation for complex technical issues and customer complaints
- Monitor team performance against SLAs and implement improvement initiatives
- Analyze Service Desk metrics and reporting to identify trends and areas for enhancement
- Collaborate with other IT teams and departments to ensure seamless service delivery
- Drive continuous improvement initiatives and technology adoption
- Manage Service Desk budget, resources, and vendor relationships
Customer Service Excellence
- Ensure exceptional customer service standards are maintained across all interactions
- Handle escalated customer issues with diplomacy and technical expertise
- Develop customer communication strategies and feedback mechanisms
- Champion a customer-first culture within the team
Requirements
- Proven experience leading and managing technical support teams (minimum 3-5 years)
- Demonstrated success in recruiting, training, and developing IT professionals
- Strong coaching and mentoring abilities with a track record of team development
- Experience in change management and process improvement initiatives
- Advanced understanding of Windows OS, Microsoft Office 365, and enterprise networking
- Hands-on experience with ITSM tools (Halo ITSM, ServiceNow, or similar platforms)
- Strong technical troubleshooting and problem-solving capabilities
- Understanding of infrastructure components including servers, networks, and cloud services
Advantageous skills or nice-to-haves:
- Bachelor's degree in Information Technology, Computer Science, or related field preferred
- ITIL Foundation certification (ITIL 4 preferred)
- Extensive knowledge of IT service management frameworks (ITIL certification preferred)
- Experience with Service Desk setup and implementation projects
- Ability to work flexible hours during implementation phase and provide on-call support as needed
