Team Leader for Helpdesk (Ortigas)

Team Leader for Helpdesk (Ortigas)

CGI Pasig, National Capital Region, Philippines

Position Description

The Team Leader for Helpdesk is responsible for managing the overall performance and productivity of the service desk team. This role oversees incident resolution, ensures service level compliance, and maintains high standards of customer satisfaction. The Team Lead provides leadership, guidance, and coaching to team members to optimize performance and achieve service goals. The role may also be shared across multiple engagements with similar project and skills requirements.

Responsibilities

• Lead, mentor, and motivate service desk agents to maintain high performance, productivity, and morale.
• Assign tasks, manage workloads, and schedule resources to ensure timely response to service requests.
• Conduct performance evaluations, provide feedback, and identify training needs.
• Set clear goals aligned with...