Job Description

IT Service Desk Team Lead (AU Retail, Office-based)

Responsibilities:

  • Oversee day-to-day operations during assigned shift
  • Monitor ticket queues, ensure SLA compliance, and manage incident escalations
  • Act as first point of escalation for Service Desk Analysts
  • Provide guidance, coaching, and support to team members on shift
  • Prepare shift handover reports and ensure smooth transition across shifts
  • Maintain excellent customer service and issue resolution standards

Qualifications:

  • At least 3+ years of Service Desk/IT support experience, with leadership exposure preferred
  • Strong troubleshooting, organizational, and decision-making skills
  • Good to excellent communication skills (verbal and written)
  • Willing to work on shifting schedules, including weekends and holidays

Location: Makati, Taguig, or Pasig

Seniority level

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