Deskripsi Pekerjaan
Are you a seasoned IT professional with a passion for leadership and service excellence? HCLTech is seeking a dynamic Service Desk Team Lead to join our high-performing team at our McKinley Hill site in Taguig City.
In this pivotal role, you will act as the heartbeat of our technical support operations. You will be responsible for mentoring a team of Service Desk Analysts, ensuring that we not only meet our Service Level Agreements (SLAs) but consistently deliver an exceptional end-user experience. You will drive operational efficiency, foster a culture of continuous improvement, and serve as the escalation point for complex technical challenges.
At HCLTech, we pride ourselves on innovation and growth. As a leader here, you will have the opportunity to shape team performance, implement best practices in ITSM, and contribute to the success of our global client portfolio. If you are a natural problem-solver with a knack for people management, we want to meet you.
Tanggung Jawab
- Oversee day-to-day operations of the Service Desk team to ensure high-quality support delivery.
- Monitor team performance against KPIs, SLAs, and CSAT targets, providing actionable feedback.
- Manage escalations and complex technical incidents, serving as the primary point of contact for high-priority issues.
- Foster a collaborative team environment through regular coaching, training, and professional development sessions.
- Develop and maintain technical documentation, knowledge base articles, and standard operating procedures (SOPs).
- Conduct regular performance reviews and address attendance or productivity concerns in alignment with company policies.
- Collaborate with cross-functional IT departments to streamline workflows and incident resolution processes.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 3-5 years of experience in an IT Service Desk environment, with at least 1 year in a supervisory or team lead capacity.
- In-depth knowledge of ITIL frameworks (Incident, Problem, and Change Management).
- Proficiency in ticketing systems such as ServiceNow, BMC Remedy, or Jira Service Management.
- Excellent communication and stakeholder management skills, with fluency in English.
- Strong analytical and troubleshooting skills, with the ability to remain calm under pressure.
- Relevant industry certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft 365) are highly preferred.