Service Desk Team Leader

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

📋 Description

• Oversee and facilitate the resolution of service issues by collaborating with customers, coordinating with technical specialists and third parties, and delivering transparent progress updates.

• Sustain and refresh systems, processes, and documentation, including the Knowledge Base, Service Desk Policies, and Service Catalogue.

• Address major incidents and problem tickets by probing root causes, managing communications, and suggesting solutions to alleviate future repercussions.

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

• Guide and mentor team members to improve technical abilities, customer service expertise, and overall performance.

• Organize regular training sessions to achieve established targets.

• Provide leadership and assistance to direct reports and assess performance, where applicable.

• Ensure that team and individual KPIs are achieved, if applicable.

• Execute additional tasks necessary for the efficient operation of the Service Desk.

⛳️ Requirements

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

• Familiarity with Asset Management.

• Experience with Knowledge Base utilization.

• Proficient in ticket management within SLAs.

• Experience in customer-facing roles in customer service or support.

• Strong analytical and problem-solving abilities.

• Excellent customer interaction skills.

• Ability to remain resilient under pressure.

🏝️ Benefits

• Comprehensive training and professional development opportunities.

• Competitive salary and performance-based bonuses.

• Supportive and collaborative team environment.

• Flexible work arrangements.