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IT Service Desk Team Leader

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IT Service Desk Team Leader

  • Location:

    Makati City

  • Sector:

    Monroe Consulting, BPO & Shared Services

  • Job type:


  • Salary:

    + allowances + benefits

  • Contact:

    Myraflor G.Tabuzo

  • Contact email:

  • Job ref:


  • Published:

    28 days ago

  • Expiry date:


  • Client:

    Monroe Consulting Group

Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of a shared service of integrated suppliers of offshore operations, well services technology, and engineering solutions in more than 20 countries. Our reputable client is looking for a highly driven IT Service Desk /Support Team Lead who is amenable to working on a rotational shift and hybrid work arrangement based in Makati.

Key responsibilities include:

  • Leadership/People Management
  • Lead and promote a culture of teamwork, innovation, and excellence in customer service
  • Develop, implement and drive clear performance objectives for all team members providing coaching and regular feedback on their performance against objectives.
  • Develop, execute and monitor the goals and objectives of the organization and department.
  • Monitors and reviews progress and accuracy of work, directs efforts towards achieving agreed performance metrics and provides technical guidance on complex issues.
  • Identify and manage opportunities for development across the team and implement development plans to grow people competency and capability.
  • Conducts periodic appraisal and required follow up in accordance to the work delivery and output, following the policies of the company.
  • Attend and contribute to leadership meetings and other related project development of the company
  • Understand and execute accordingly the company policies and regulations as well as management decisions.
  • Support and trust in management and with the decision
  • Ensure understanding, collaboration, execution and cascading of HR policies to the team members.
  • Participate in the recruitment cycle within the scope of area.
  • Responsible for welcoming new joiner including program/plan for introduction and relevant training.
  • Lead by example, and adhere to personal conduct which wins the respect of business connections, colleagues, and others during or in connection with work.
  • Relationship Management
  • Build, develop and maintain effective working relationships with counterparts/stakeholders to ensure a thorough understanding of the business and its support requirements.
  • Showcase good interpersonal working relationship and effective communication line within colleagues and management.
  • Ensure communication of tasks and project concerns to client(s) and/or management are clear.
  • Ensure effective communication within the respective team, in terms of policy development, regulation and implementation.
  • Develops an understanding of operational requirement and plans in order to ensure the approach and advice is aligned.
  • Ensures appropriate communication and feedback with team members through regular individual and team meetings.
  • Ensure an effective positive working environment despite challenges and uncertainties while maintaining a high degree of service and integrity.
  • Service Delivery
  • Contribute to developing and distributing the procedures and tools specific to the discipline.
  • Manages the delivery of high-quality services and ensures the team is working together to meet service delivery expectations, in compliance with Odfjell Drilling's requirements and objectives.
  • Act as the subject matter expert for the team and clarify their process-related queries.
  • Ensures quality and efficiency of own work deliverables.
  • Perform and take accountability for own tasks in Service Desk cases, resolution and service ticket management, and other related Service Desk work.
  • Manage team utilization, task distribution, and accomplishments.
  • Responsible for ensuring operational schedule adherence by monitoring and managing appropriate workforce planning and schedules.
  • Participate in preparing and evaluating workload management, and service level agreement (SLA) achievement including quality and process efficiency.
  • Responsible in submission and coordination of status report(s) and/or other required reports by the immediate supervisor/management.
  • Contribute to process improvements.
  • Maintain the company business software (upgrades, security, licenses)
  • Contribute to the growth of the company, thru the development of program interventions and participating in company-authorized programs and or/business driven.
  • Perform other related tasks that may be required from time to time.

Key requirements include:

  • Bachelor's degree in Computer Engineering, Computer Science, Information Technology or any similar field
  • With at least (5) years relevant solid experience in IT Service Desk preferably in shared services set up or environment.
  • Has at least (3) years of leadership and management experience.
  • Excellent technical experience, preferably handling Level 1 /2 helpdesk case resolution process
  • Strong leadership skills with an aim to build a high-functioning team and promoting engagement
  • Knowledge and understanding of performance metrics, goals, and service level development, implementation, and assessment.
  • Experience in process improvement and documentation.
  • Ability to resolve conflict with integrity and demonstrate a high degree of confidentiality and negotiation skills
  • Ability to work independently but sees the importance of achieving results through teamwork, delegation and collaboration.
  • Has the ability to take initiative and make sound judgements and decisions within scope, procedures and guidelines
  • Structured, accurate, systematic and committed to deliver within deadlines
  • Resulted oriented, customer focused and business oriented mind-set and with ability to show leadership in challenging situations.
  • Excellent oral and written communication skills in English with expertise in international and cross-cultural communications and business relations.
  • Motivated to facilitate and contribute to the company's growth
  • Wiling to work on a rotating shift and on holidays.