Service Desk Lead

Full Time
BGC - Taguig
Posted 3 years ago


The service Desk Team Lead is responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating, and resolving incidents and requests.

What you’ll get:

  • 400k Medical HMO Insurance effective on Day 1
  • P 10,000.00 Worth of Medicine Reimbursement on top of the HMO
  • Career Growth & Development: Acquire growth through various trainings other than account specific (Lean six sigma/Black belt training) and move up the ladder through IJPs and promotion opportunities.

Desired Competencies (Technical/Behavioral Competency):

  • Strong in Communication skills and interpersonal skills with exposure to Service Desk and EUC services
  • 6-8 experience in leadership and mentoring Service Desk Team and in driving continual process improvements
  • Leading incidents and requests to resolution
  • Experience in key strategies like Customer Focus, Service First and User experience
  • Developing Service Desk process and workflows. Providing and developing communication plans and reports to customers
  • Providing on call support and responsible for developing and documenting processes and procedures particularly in XLA driven environment
  • Leading and Handling Critical incident management – MIM and Contributing to the Change Management Process
  • Knowledge on Desktop engineering, Active Directory, VPN, Intune Mobile device management, VDI, Microsoft Office, Windows OS
  • Good-to-Have: ITIL Certification


  • Competitive salary package and HMO Benefits
  • Direct hire
  • Willing to join asap
  • Amenable to work in shifting schedule

Job Features

Job CategoryService Desk, Team Leader
Salary PackageCompetitive

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