Team Leader for Helpdesk (Ortigas)

Position Description:

The Team Leader for Helpdesk is responsible for managing the overall performance and productivity of the service desk team. This role oversees incident resolution, ensures service level compliance, and maintains high standards of customer satisfaction. The Team Lead provides leadership, guidance, and coaching to team members to optimize performance and achieve service goals. The role may also be shared across multiple engagements with similar project and skills requirements.

Your future duties and responsibilities:

Team Management
• Lead, mentor, and motivate service desk agents to maintain high performance, productivity, and morale.
• Assign tasks, manage workloads, and schedule resources to ensure timely response to service requests.
• Conduct performance evaluations, provide feedback, and identify training needs.
• Set clear goals aligned with organizational objectives.
2. Operations Management
• Oversee daily service desk operations, including incident management, request fulfillment, and problem resolution.
• Ensure compliance with established processes, procedures, and SLAs.
• Coordinate with technical teams to resolve incidents, prioritize tasks, and manage escalations.
• Monitor incident trends, identify root causes, and implement preventive actions.
3. Quality Assurance
• Enforce quality standards to ensure consistent, high-quality support delivery.
• Provide coaching and feedback to strengthen technical and customer service skills.
4. Resource Management
• Manage and optimize the use of service desk tools, documentation, and resources.
• Maintain productivity while meeting service levels and budget targets.
5. Customer Relationship Management
• Build and maintain strong relationships with internal and external customers.
• Handle escalations with professionalism and empathy to ensure satisfaction and trust.
6. Continuous Improvement
• Identify and implement process improvements, automation, and innovation opportunities.
• Collaborate with stakeholders to adopt best practices and new technologies.
7. Reporting and Analysis
• Prepare and present reports on key performance metrics (e.g., incident volume, resolution time, customer satisfaction).
• Analyze data to recommend actions that enhance efficiency and service quality.
8. Professional Development
• Participate in relevant training, workshops, and certifications to stay updated on industry trends and strengthen leadership capabilities.
9. Additional Responsibilities
• Partner with management and peers to ensure satisfactory resolution of service requests.
• Follow escalation procedures and adhere to attendance and leave policies.
• Submit required reports promptly and provide feedback on potential improvements.
• Attend all scheduled meetings and assist team members as needed.

Required qualifications to be successful in this role:

Education
• Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelor’s Degree in any field.
Knowledge and Skills
• Strong leadership, decision-making, and delegation skills.
• Excellent verbal and written communication abilities.
• Proficient in service desk software, ticketing systems, and ITIL framework.
• Skilled in troubleshooting, incident management, and problem-solving.
• Experienced in team management, performance evaluation, and conflict resolution.
• Customer-focused with the ability to handle escalations professionally.
• Committed to continuous improvement and learning.
Experience
• Background in IT Support, IT Service Desk, or Technical Support roles.
• Minimum of 2 years in a supervisory or leadership position within a service desk or technical support environment.
Other Requirements
• Willing to work on shifting schedules (night shift, weekends, holidays, 24/7 support).
• Willing to work onsite as needed.
• Open to assignments at OWS McKinley, Taguig or Alpha Ortigas site.

Skills:

• Performance Tuning