Deskripsi Pekerjaan
Are you an experienced IT professional ready to take the next step in your career? Offshore Business Processing is seeking a dynamic Service Desk Team Leader to join our growing team in Cubao, Metro Manila. In this pivotal role, you will oversee the daily operations of our IT support functions, ensuring that our internal systems run smoothly and efficiently. You will be the bridge between our technical teams and business stakeholders, playing a crucial part in maintaining high service standards and resolving complex technical issues.
As a Service Desk Team Leader, you will lead a team of technical support professionals, mentor them on best practices, and drive continuous improvement in our helpdesk processes. We value innovation, teamwork, and excellence. If you have a strong background in IT service management and a passion for leading people, this is the perfect opportunity for you to make a significant impact in a reputable offshore processing company.
Tanggung Jawab
- Lead, mentor, and supervise the daily operations of the Service Desk team to ensure high-quality support delivery.
- Monitor and manage incident tickets, prioritizing critical issues to minimize system downtime.
- Conduct root cause analysis (RCA) for recurring technical problems and implement preventative solutions.
- Ensure strict adherence to SLAs (Service Level Agreements) and ITIL best practices.
- Coordinate with network administrators and software developers to resolve complex technical escalations.
- Train junior staff on technical troubleshooting, software applications, and hardware maintenance.
- Prepare regular performance reports and feedback for team members to foster professional growth.
Kualifikasi
- Bachelor’s Degree in Computer Science, Information Technology, or a related field.
- Minimum of 3-5 years of experience in IT support, with at least 2 years in a leadership or team lead capacity.
- Strong knowledge of ITIL framework and Service Desk operations.
- Proficiency in ticketing systems (e.g., Jira, Zendesk, ServiceNow) and remote support tools.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Familiarity with hardware and software troubleshooting in a Windows and Mac environment.
- Ability to work in a fast-paced, offshore environment with shifting schedules if required.