It Service Desk - Team Lead | Quezon City | Onsite | Shifting Sched

Responsibilities: Proficient in English (Read + Write + Speak) and customer centric.Leadership skills with experience managing teams of 40 or more.Strong in people management and conflict resolution.Very strong technical knowledge to support the team on the ground.Strong process knowledge to drive the team and ensure service levels are met.Interaction with customers for weekly, daily, and monthly meetings.Quickly respond to escalations and take appropriate actions.Report incidents and service requests, generating reports from various tools within the infrastructure.Manage leave properly and handle escalated calls.Implement Service Improvement Plans (SIP), Lean, and Pragati.Conduct quality audits, coach, and mentor team members.Prepare materials for escalation calls, low CSAT calls, incident management calls, etc.Daily huddles with the team and SMEs.ITIL Certified.Adhere to customer policies and processes.Flexibility for shift schedules.Manage internal and external audits.Experience: Relevant experience of 3-4 years.

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