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    Service Desk Team Lead - Quezon City, Pilipinas - Sourcefit Philippines Inc

    Sourcefit Philippines Inc
    Default job background
    Buong oras Serbisyo sa Customer/Suporta
    Paglalarawan

    The Service Desk Team Lead oversees Team KPIs, ticket flow, personal KPIs, and client satisfaction.



    • Health Insurance (HMO)
    • Competitive Salary
    • Extensive maternity leave up to 120 days
    • Allowances
    • Paid Time offs (Vacation Leaves Are Convertible to cash if unused)
    • Companywide events
    • Enjoy a Fun & Relaxed environment

    Job Details:
    Position: Service Desk Team Lead
    Location: Remote
    Schedule: Monday to Friday, 9 PM to 6 AM

    Training Schedule:
    Monday to Friday | 9 PM to 6 AM (Approximately 3 weeks)
    Minimum Internet Speed Required: 25 MBPS
    Possibility of travel to the US


    Responsibilities:

    • First point of contact for Tier 1 and 2 Engineers
    • Direct Ticket Escalation
    • Maintain Team KPIs and Client Satisfaction
    • Report to Service Desk Managers
    • Provide Team training and growth opportunities
    • Train and coach new Engineers
    • Offer solutions based on customer issues
    • Guide customers through problem-solving
    • Escalate unresolved issues when necessary
    • Offer accurate information on IT products or services
    • Document events and resolutions in the ticketing system
    • Manage client tickets and utilize team resources for client satisfaction
    • Professional representation of Visual Edge Technology to all parties
    • Adhere to Visual Edge Technology Core Values
    • Detail-oriented and process-driven
    • Work on personal training and development
    • Perform other assigned duties

    Qualifications:

    • Minimum 6 years of experience in a technology solutions environment
    • Minimum 2 years of experience in Leading and Managing a team
    • Proficient in English written and verbal communication
    • Experience with Windows Desktop Operating Systems (Windows 7-10)
    • Proficiency in Microsoft Office Applications (Word, Excel, etc.)
    • Experience with ticketing and time management systems
    • Familiarity with office automation products, databases, and remote control
    • Good knowledge of computer systems, mobile devices, and technical products
    • Strong decision-making and problem-solving skills
    • Effective interpersonal and relationship building capabilities
    • Passionate about customer service
    • Exceptional organizational skills for multitasking
    • Quick learner in a fast-paced environment

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