- Lead and manage the service desk team, providing guidance, support, and mentorship to team members.
- Oversee the resolution of service desk tickets and ensure timely and accurate support for users.
- Monitor service desk performance metrics, such as response time, resolution time, and customer satisfaction, and implement strategies for continuous improvement.
- Coordinate with other IT teams and departments to escalate and resolve complex technical issues.
- Develop and maintain service desk processes and procedures, ensuring alignment with ITIL or other service management frameworks.
- Conduct regular training sessions for service desk staff to enhance technical skills and customer service capabilities.
- Serve as a point of contact for escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
- Generate reports and analytics on service desk performance and trends, providing insights and recommendations for improvement.
- Stay informed about industry best practices and emerging technologies in service desk management and support.
- Bachelor's degree.
- Minimum of 5 years of experience, 1 year at least in a team lead position.
- Experience with ITIL or other service management processes is preferred.
- Strong leadership and communication skills, with the ability to motivate and inspire team members.
- Excellent problem-solving and decision-making abilities, with a focus on providing exceptional customer service.
- Ability to thrive in a fast-paced and dynamic environment, with a strong sense of urgency and attention to detail.
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Team Lead
4 araw ang nakalipas
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Team Lead
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Outbound Sales Team Lead
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Work From Home CSR
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AMERITEL BPO Services Inc. Philippines, Central Luzon, Pilipinas Buong orasPosition Title: Work From Home Customer Service Representative · Training Pay: 15,000 pesos* · Training Period: 60 working days ON SITE** · Salary after passing training: 15k PHP base and up to 100k PHP (full breakdown below) · Reports To: Team Leader/Supervisor · Schedule: 10:00 ...
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Supervisor, Collections Turnover
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Manager, Provider Enrollment
4 araw ang nakalipas
Ventra Health Philippines, Central Luzon, Pilipinas Buong orasVentra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, and now radiology, through the recent combining of forces with Advocate RCM. Focused on Revenue Cycle Management and Advisory services, Vent ...
Service Desk Team Lead - Central Luzon, Pilipinas - Lennor Metier Consulting
Paglalarawan
Seize the opportunity to be part of a global technology company.
Position: Service Desk Team Lead
Work Engagement: Direct Employment | Permanent
Location: Clark, Pampanga
Work Setup: Hybrid
Shift Schedule: Morning
Salary: Php 60,000 - Php 100,000
About Us
Seeking exceptional talent solutions across diverse industries Lennor Metier Consulting, a leading DOLE-Licensed executive search and headhunting firm in the Philippines, specializes in placing top talent across IT, marketing, sales, finance, supply chain, manufacturing, engineering, healthcare, and HR domains. Leverage our regional reach and expertise to find the perfect fit for your team.
Job Overview
We are seeking a highly skilled and experienced Service Desk Lead to join a global company client. As the Service Desk Lead, you will play a critical role in overseeing the day-to-day operations of our service desk, ensuring efficient and effective support for our users.
Key Responsibilities
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