About this role
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 teamLead, mentor, and develop team members through coaching, training, and performance managementCreate and maintain team schedules, ensuring appropriate coverage across all business hoursConduct regular one-to-ones, team meetings, and performance reviewsFoster a collaborative, high-energy team environment focused on continuous improvementSet clear expectations, goals, and KPIs for team members
Service Desk Setup & Operations
Design and implement the Service Desk operating model, processes, and procedures from inceptionEstablish service level agreements (SLAs) and key performance indicators (KPIs)Configure and optimize ITSM tools and ticketing systems to maximize efficiencyDevelop and maintain comprehensive knowledge base and documentation standardsCreate escalation procedures and communication protocolsDesign quality assurance processes and customer satisfaction measurement systems
Strategic & Operational Leadership
Serve as the primary point of escalation for complex technical issues and customer complaintsMonitor team performance against SLAs and implement improvement initiativesAnalyze Service Desk metrics and reporting to identify trends and areas for enhancementCollaborate with other IT teams and departments to ensure seamless service deliveryDrive continuous improvement initiatives and technology adoptionManage Service Desk budget, resources, and vendor relationships
Customer Service Excellence
Ensure exceptional customer service standards are maintained across all interactionsHandle escalated customer issues with diplomacy and technical expertiseDevelop customer communication strategies and feedback mechanismsChampion 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 professionalsStrong coaching and mentoring abilities with a track record of team developmentExperience in change management and process improvement initiativesAdvanced understanding of Windows OS, Microsoft Office 365, and enterprise networkingHands-on experience with ITSM tools (Halo ITSM, ServiceNow, or similar platforms)Strong technical troubleshooting and problem-solving capabilitiesUnderstanding 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 preferredITIL Foundation certification (ITIL 4 preferred)Extensive knowledge of IT service management frameworks (ITIL certification preferred)Experience with Service Desk setup and implementation projectsAbility to work flexible hours during implementation phase and provide on-call support as needed