Service Desk Shift Lead

IT Service Desk Team Lead (AU Retail, Office-based)

Responsibilities:

• Oversee day-to-day operations during assigned shift
• Monitor ticket queues, ensure SLA compliance, and manage incident escalations
• Act as first point of escalation for Service Desk Analysts
• Provide guidance, coaching, and support to team members on shift
• Prepare shift handover reports and ensure smooth transition across shifts
• Maintain excellent customer service and issue resolution standards

Qualifications:

• At least 3+ years of Service Desk/IT support experience, with leadership exposure preferred
• Strong troubleshooting, organizational, and decision-making skills
• Good to excellent communication skills (verbal and written)
• Willing to work on shifting schedules, including weekends and holidays

Location: Makati, Taguig, or Pasig

Seniority level