Job description
Category: IT Services
Location: Makati National Capital Region (Manila) Philippines
SUMMARY
The role ofEnterprise Service Desk Team Lead is primarily responsible for acting as atechnical escalation supporting Tier 1 & 2 teams, actively working tickets,and ensuring requests and incidents are progressing efficiently in line withSLA commitments throughout the Service Delivery model. When acting as atechnical escalation the Team Lead should provide advanced trouble shooting andmentoring to other members of the Enterprise Service Desk team whilst alsocollaborating with Tier 3 and other SME teams, driving timely resolution ofclient requests and incidents.
JOBRESPONSIBILITIES
Continuously monitor andenforce SLAs and KPIs throughout the day against live tickets to ensure serviceperformance and responsiveness.
Provide training, coaching, andreal-time assistance to all Service Desk Analysts.
Identify strengths andweaknesses among the team and communicate with the Service Desk Manager whenappropriate and/or during review cycles.
Assist management in QA Reviewprocesses to improve ticket quality and escalation
Provide both procedural andtechnical escalation support and guidance to all Service Desk Analysts whileensuring the highest levels of customer support are met.
Review and approve technicalescalations to Tier 3 and other SME teams to ensure ticket hygiene and relevantinformation is present.
Action tickets by performingend-user PC and system troubleshooting and responding to phone, email, and webrequests as needed.
Develop familiarity with clientcontracts to understand service levels and obligations.
·Assist in new hire on-boardingprocess.
QUALIFICATIONS
Technical certifications andtraining a plus.
ITIL certification or strongknowledge of working practices.
5+ years minimum experience ina relevant field.
Experience within a largeservice delivery organization a plus
·Experience with ServiceNow ITSMplatform
Incident, request, problem,change and major incident management experience
Strong IT Infrastructure,Desktop, and Networking experience, including but not limited to:
oMicrosoft Windows 10 & 11
oMicrosoft Server 2016 -2025
oMicrosoft 365 & Intune
oEntra ID/Active Directory
oCitrix Xenapp
oVirtualization, e.g. VMware,Hyper V, Proxmox
oCisco Meraki
oEmail Security, e.g.Proofpoint, Mimecast
Skills (oral and written), withability to converse both laterally and vertically.
Excellent customer service andservice management skills.
High energy, friendly with theability to articulate technical solutions into layman terms
Able to work under pressure,prioritize and multitask.
JOB REQUIREMENTS
Should bewilling to accept a long-term work-from-home arrangement.
Should beamenable to a permanent night shift schedule.
DetailsOriginally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.