Service Desk Team Lead

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

Responsibilities

• Lead and manage a team of Service Desk Analysts across multiple shifts
• Drive performance by monitoring KPIs, SLAs, and customer satisfaction metrics
• Provide coaching, mentoring, and performance evaluations for team members
• Manage escalations and coordinate with higher-level support teams as needed
• Ensure adherence to ITIL processes, company policies, and best practices
• Contribute to continuous improvement initiatives in service delivery

Qualifications

• At least 4+ years of Service Desk/IT support experience, with 1+ years in a leadership role
• Strong leadership, coaching, and people management skills
• Excellent communication and stakeholder management skills
• Knowledge of ITIL framework or similar service management processes
• Willing to work onsite in Makati,...