IT Service Desk Team Lead

Job Expectations:

• Position Type: Experienced - Lead/Supervisor
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Fully Onsite - IT Park, Cebu City
• Work Schedule: Weekdays; Night/Rotating Shift
• Industry: IT Consulting & Services (BPO)

About the Job:

We are looking for a Clinical Service Desk Team Lead to join our client's team and lead the delivery of high-quality IT support services in a 24x7 healthcare support environment. In this role, you will manage a team of Service Desk Analysts, ensure the achievement of service levels and operational targets, and drive continuous improvement initiatives. You will work closely with clients, stakeholders, and support teams to deliver exceptional customer service while maintaining compliance with IT service management standards and operational best practices.

Key Responsibilities:

• Lead, coach, and develop a team of Service Desk Analysts in a 24x7 support environment.
• Drive achievement of contractual SLAs, operational KPIs, customer satisfaction goals, and business objectives.
• Monitor ticket queues and oversee incident management, escalation, assignment, and resolution activities.
• Ensure compliance with ITIL-based service management processes and procedures.
• Conduct team meetings, coaching sessions, performance reviews, and career development discussions.
• Manage workforce activities including attendance, schedule adherence, utilization, and leave planning.
• Analyze operational performance metrics and implement improvement initiatives to enhance service delivery.
• Perform root cause analysis for SLA breaches, customer complaints, and operational issues.
• Participate in client governance meetings, including Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs).
• Collaborate with Workforce Management, Quality, Training, HR, IT, and other support teams.
• Prepare operational reports, dashboards, executive summaries, and client presentations.
• Ensure audit readiness, documentation accuracy, and compliance with organizational standards.

Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or a related field.
• At least 4 years of experience in IT Service Desk or Technical Support environments, including Team Lead or Supervisory experience.
• Experience supporting enterprise-level Service Desk operations.
• Experience managing voice, chat, email, and ticket-based support channels.
• Knowledge of ITIL Foundation principles, Incident Management, Request Fulfillment, and Major Incident Support.
• Hands-on experience with ServiceNow or similar ITSM tools.
• Working knowledge of Microsoft 365, Active Directory, and remote support tools.
• Experience in reporting, dashboard creation, and knowledge management processes.
• Strong English communication skills (minimum C1 proficiency level).
• Can start immediately, if possible.

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