Service Desk Team Leader

We have an exciting Manila-based opportunity available for a Service Desk Team Leader to work on rotating shifts. Work from home or office-based – you choose!

When you join Yempo, you’ll receive the following fantastic benefits:

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement
• Additional HMO dependents added each year of service
• 20 vacation days per year; 7 sick days
• Annual performance bonuses and incentives
• Annual salary reviews and increases
• Free cooked rice, snacks and hot drinks
• Company polo shirts provided
• Fantastic, bright and cheerful open-plan work environment
• Prestigious clients and highly professional and friendly co-workers

Our Client

Client provides a full suite of Service Management capabilities, at a competitive price. With over 40 years’ experience in IT Outsourcing, global team, and advanced tools and processes.

The Role

We’re seeking a dynamic individual with a blend of technical prowess, leadership acumen, and strong interpersonal skills. As the Service Desk Team Leader, you will oversee our IT support team, ensuring efficient resolution of technical issues faced by end-users. Key responsibilities include managing helpdesk staff, enhancing support processes, monitoring performance metrics, and ensuring customer satisfaction, all while maintaining a hands-on approach. Participate in the out-of-hours support. This role offers a clear path for career growth, with the potential to advance to Service Desk Manager.

Your Responsibilities

• Identify and resolve complex technical faults.
• Lead and manage our team of helpdesk technicians.
• Upskill in case handling for all support queues and manage the workflow and prioritization of support tickets.
• Allocate resources effectively to meet service level targets.
• Own and deliver operational functions that ensure team effectiveness.
• Act as the escalation point for critical incidents and tasks.
• Perform regular quality assurance on tickets and phone calls.
• Provide excellent customer service.
• Develop strong relationships with key internal stakeholders and NST customers.
• Update internal Knowledge base.

Your Background

• Minimum of 3 years of experience as Service Desk Team Leader
• Must have prior MSP experience
• Passion for technology
• Strong understanding of IT systems, networks, and software applications.
• Advanced problem-solving skills.
• A strong work ethic and a team player.
• A high level of attention to detail.
• Excellent interpersonal and communication skills.
• Effective multitasking and time management skills.
• Experience in managing and motivating a team, fostering a positive work environment, and driving performance improvements.

Technologies

The right candidate is expected to have some experience or exposure to the following technologies:

• Windows 7, 8 and 10 support
• Windows Server 2012 and 2016 OS
• Active Directory
• Microsoft Office support
• Ticketing Systems
• ITIL framework
• Manage Engine SDP, Desktop Central, Applications Manager
• Elastic (ELK stack for system monitoring)

 Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.