Deskripsi Pekerjaan
Insight Enterprises is seeking a dynamic and experienced Services Team Lead to join our team in a hybrid setup in Pasig City, Metro Manila. This is a night shift role offering you the opportunity to lead, mentor, and optimize service delivery while resolving escalations and elevating team performance. As a key player in our Information & Communication Technology division, you will drive operational excellence and ensure client satisfaction.
In this role, you will oversee a team of service professionals, manage day-to-day operations, and handle escalated issues with efficiency. You will be responsible for coaching and developing your team, monitoring performance metrics, and implementing process improvements. Your leadership will directly impact the quality of service we provide to our clients, making this a highly rewarding position for a results-oriented professional.
We offer a competitive salary and benefits package, a hybrid work environment, and a supportive culture that values growth and innovation. If you are ready to take the next step in your career with a global leader in IT solutions, we want to hear from you.
Tanggung Jawab
- Lead and mentor the service delivery team, fostering a culture of continuous improvement and accountability.
- Oversee daily operations, ensuring service level agreements (SLAs) are met and exceeded.
- Act as the primary escalation point for complex issues, providing timely and effective resolutions.
- Monitor team performance metrics and conduct regular reviews to identify areas for development.
- Collaborate with cross-functional teams to enhance service processes and customer satisfaction.
- Manage shift schedules and ensure adequate coverage for 24/7 operations (night shift).
- Conduct training sessions and coach team members on best practices and technical skills.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 5 years of experience in IT service delivery or technical support, with 2+ years in a leadership role.
- Strong knowledge of ITIL frameworks and service management principles.
- Proven ability to handle escalations and resolve conflicts effectively.
- Excellent communication and interpersonal skills.
- Experience working in a night shift environment is required.
- Certification in ITIL, PMP, or relevant leadership training is a plus.
- Ability to thrive in a fast-paced, hybrid work setting.