Service Desk Team Leader

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee a team of service desk agents to guarantee customer-centric service delivery and operational effectiveness

• Coordinate and track the resolution of service issues by communicating with customers, scheduling technical specialists and third parties, and providing status updates

• Maintain and refresh systems, procedures, and documentation, including the Knowledge Base, Service Desk Policies, and Service Catalogue

• Manage major incidents and problem tickets by investigating root causes, handling communications, and suggesting solutions

• Guide and coach team members through technical and customer service training

• Provide leadership and support to direct reports and evaluate performance as needed

• Ensure that team and individual KPIs are achieved as appropriate

• Carry out additional responsibilities necessary for the effective operation of the Service Desk

⛳️ Requirements

• A minimum of 1 year of leadership or supervisory experience within a Service Desk setting

• Familiarity with Asset Management

• Experience in utilizing a Knowledge Base

• Proficiency in ticket management within SLAs

• Customer-facing experience in service or support roles

• Capability to resolve technical issues and foster process enhancements

• Strong problem-solving abilities and customer interaction skills

• Ability to remain resilient in high-pressure situations

• Adherence to information security policies and procedures

🏝️ Benefits

• Comprehensive health and wellness benefits

• Opportunities for professional development and growth

• Flexible working arrangements

• A supportive and collaborative team environment