Healthcare Helpdesk Operations Team Lead

1 Opening

Taguig

Role description

Team Leadership and Development

• Lead, motivate, and mentor the helpdesk team to ensure optimal performance and high customer satisfaction
• Provide training and development opportunities to enhance team members' skills and capabilities

Incident and Request Management

• Oversee the management of incoming service desk requests and incidents, ensuring timely assignment and resolution
• Trigger and lead the P1/P2 escalation process and manage technical bridges until incident closure
• Coordinate incident investigations, escalating issues to L1, L2, and L3 support teams as necessary

SLA Compliance and Performance Monitoring

• Ensure compliance with service level agreements (SLAs) for response and resolution times
• Monitor team performance and implement strategies to meet or exceed SLA targets

Stakeholder Communication

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