The Helpdesk Team Lead is responsible for leading, mentoring, and managing a team of service desk technicians to ensure the delivery of high-quality support services to customers. This role focuses on maintaining SLA compliance, overseeing incident management processes, and fostering continuous improvement in service desk operations. The Helpdesk Team Lead serves as a critical link between the team and stakeholders to ensure efficient communication and alignment with organizational goals.

Key Responsibilities:

Team Leadership and Development

Lead, motivate, and mentor the helpdesk team to ensure optimal performance and high customer satisfaction. Provide training and development opportunities to enhance team members' skills and capabilities.

Incident and Request Management

Oversee the management of incoming service desk requests and incidents, ensuring timely assignment and resolution. Trigger and lead the P1/P2 escalation process and manage technical bridges until incident closure. Coordinate incident investigations, escalating issues to L1, L2, and L3 support teams as necessary.

SLA Compliance and Performance Monitoring

Ensure compliance with service level agreements (SLAs) for response and resolution times. Monitor team performance and implement strategies to meet or exceed SLA targets.

Stakeholder Communication

Maintain effective communication with stakeholders, including customers, business units, and senior management, to provide updates on service desk activities and incident status.

Process Improvement

Continuously evaluate and improve service desk processes to align with evolving customer and business needs. Ensure that documentation, including SOPs, runbooks, and FTF documents, is updated regularly.

Policy Compliance

Ensure adherence to service desk policies and procedures in all activities and operations.

Key Qualifications

A strong background in managing technical helpdesk operations. Demonstrated ability to lead and develop a service desk team. ITIL V3 certification or equivalent is required. Proven experience in managing escalations and ensuring SLA compliance. Comprehensive understanding of service desk processes and documentation standards.

Skill Requirements:

Strong leadership and team management abilities. Proficiency in incident management and escalation protocols. Knowledge of SLA compliance and performance monitoring. Effective communication and interpersonal skills to interact with customers and stakeholders. Ability to identify and implement process improvement opportunities. Advanced documentation and record-keeping skills. Familiarity with technical tools and systems used in helpdesk operations. Amenable to work nightshift and in Taguig