Service Desk Team Leader

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

📋 Description

• Coordinate and oversee the resolution of service-related issues by collaborating with customers, scheduling technical experts and third-party vendors, and providing updates on progress.

• Maintain and refresh systems, processes, and documentation, including the Knowledge Base, ServiceDesk Policies, and Service Catalogue.

• Manage major incidents and problem tickets by investigating underlying causes, overseeing communications, and recommending solutions.

• Adhere to Baker Delight’s information security policies and protocols.

• Mentor and guide team members to improve their technical abilities, customer service expertise, and overall performance.

• Facilitate regular training sessions to achieve established targets.

• Provide leadership and assistance to direct reports and evaluate performance when necessary.

• Ensure that team and individual KPIs are met when applicable.

• Undertake additional responsibilities necessary for the efficient operation of the ServiceDesk.

⛳️ Requirements

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

• Familiarity with Asset Management principles.

• Understanding of Knowledge Base utilization.

• Experience managing tickets in accordance with Service Level Agreements (SLAs).

• Customer-facing experience in service or support roles.

• Strong problem-solving capabilities.

• Excellent customer-facing skills.

• Ability to remain resilient under pressure.

🏝️ Benefits

• Comprehensive training and development opportunities.

• A supportive team environment.

• Competitive salary and benefits package.