WE’RE HIRING: Service Desk Team Lead – AMS Region (Philippines)

Bilingual English/Spanish is a strong plus

Excis is a global IT support leader driven by innovation and collaboration. We are looking for an experienced and motivated Service Desk Team Lead to oversee our AMS Region Service Desk operations, ensuring high-quality technical support, exceptional customer experience, and adherence to service delivery standards.

Join us for a rewarding career in a supportive, growth-oriented environment where teamwork, innovation, and professional development are at the core of everything we do.

• Client presence in 190+ countries
  


• 6,000+ Engineers globally
  


• 200+ Enterprise Clients
  

At Excis, we foster an open and collaborative culture where individual success contributes to team achievements. From solving critical IT challenges to mentoring support professionals, you'll play a key role in delivering world-class IT services.

Requirements

What You Will Do:

• Lead, mentor, and manage a team of Service Desk Analysts supporting users across the AMS region.
  


• Monitor daily service desk operations to ensure incidents, requests, and escalations are handled efficiently and within agreed SLAs.
  


• Act as the primary escalation point for complex technical and customer service issues.
  


• Conduct regular performance reviews, coaching sessions, and training programs to improve team effectiveness and technical capability.
  


• Manage workforce planning, scheduling, attendance, and shift coverage to ensure continuous service delivery.
  


• Analyze service desk metrics, KPIs, and trends to identify improvement opportunities and drive operational excellence.
  


• Collaborate with infrastructure, network, security, and application support teams to ensure timely issue resolution.
  


• Ensure compliance with ITIL best practices, incident management, problem management, and change management processes.
  


• Maintain high levels of customer satisfaction through proactive communication and service quality management.
  


• Prepare and present operational reports, service reviews, and performance updates to management and stakeholders.
  


• Support process improvement initiatives, knowledge management, and automation efforts to enhance service desk efficiency.
  

What You Need:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  


• Minimum of 5 years of IT Service Desk or Technical Support experience, including at least 2 years in a leadership or supervisory role.
  


• Strong understanding of ITIL processes, incident management, request fulfillment, and service operations.
  


• Experience managing enterprise-level support environments and distributed teams.
  


• Hands-on knowledge of Windows environments, Microsoft 365, Active Directory, networking fundamentals, and remote support tools.
  


• Experience with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or similar ticketing systems.
  


• Strong analytical, problem-solving, and decision-making skills.
  


• Excellent leadership, coaching, and people management abilities.
  


• Outstanding communication and stakeholder management skills.
  


• Fluency in English is required.
  


• Bilingual English/Spanish is highly preferred.
  


• Ability to work in a fast-paced, 24x7 support environment with flexible schedules when required.
  

Preferred Certifications:

• ITIL Foundation Certification
  


• Microsoft Certifications
  


• Service Desk Institute (SDI) Certification
  


• CompTIA A+, Network+, or equivalent
  

Benefits

Why Join Us?

At Excis, your leadership directly impacts service quality and customer success. You'll work alongside talented professionals in a global environment that encourages continuous learning, innovation, and career growth. We offer competitive compensation, professional development opportunities, and the chance to help shape the future of IT support services.

Ready to lead a high-performing Service Desk team and make a global impact? Apply now and grow your career with Excis.