Description This role is responsible for providing and supporting the day-to-day provision of the Services and promoting the technical knowledge and understanding of the Service Desk team, in a manner which is conducive to effective working relationships and in line with the company values and objectives. This includes ensuring that a continually high level of service is provided to the customers as set out in the company agreements with customers. Key Tasks and Responsibilities Maintain a quality business relationship with all customers Monitor and manage agent resource and performance Maintain the day-to-day operation of the team Provide high level professional IT services in an efficient manner Make effective use of procedural, informational, and technical documentation Actively promote the team's understanding of relevant technical and procedural information through effective knowledge management in a timely basis. Create procedural, informational, and technical documentation. Review and update procedural, informational, and technical documentation as needed keeping in sync with customers process changes. Quarterly Reviews of Work Instructions ensuring they are up to date and current. Service Level monitoring Service issue prevention and Problem Management techniques to proactively prevent incident volumes and user interruptions. Live service escalation Customer Satisfaction analysis, remediation of DSats. Workforce planning and management Agent coaching and development monthly to review performance and actions to improve on opportunities. Monitor, manage, and seek to continually improve agent performance. Report and Dashboard analysis Excellent Excel Skills, Pivot Tables especially. Act as 1st point of escalation for agent queries, customer complaints, issue investigation, etc. Ensure that all customer contacts are handled in a timely and effective manner and within the Service Level Agreements Attend Service Review meetings with the company customers Develop and maintain effective working relationships with colleagues Develop and maintain effective teamwork Actively and continuously develop the working knowledge and understanding of the Service Desk team Listen and act upon team and customer feedback Identify training needs and conduct formal training sessions to ensure that all team members have a thorough understanding of the departmental processes Timely and effective communication of service or personnel related issues to management and / or customers Timely and effective communication of new processes and procedures or changes to processes and procedures to team members Liaise with other team leaders to ensure consistency, efficiency, and the effective use of resources across the Managed Services Department To aid with ad hoc task from SDM and other teams that will help fulfil service delivery. Requirements Technical: Very high level of understanding of Incident and Problem Management ITIL & ITSM best practices. Knowledge and experience of using Incident & Request ticket management workflow/logging systems Good understanding, diagnostics, and troubleshooting skills for Network, Servers, hardware and software, set-up/configuration related to End User experience and support. IT support service management experience in a multinational corporate environment Strong knowledge of Microsoft based operating systems and peripherals - such as desktop and network printers/copiers/scanners. Zebra Label Printers and Network Print Server devices knowledge an advantage. Knowledge and experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation) Knowledge and experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint – at least to version of Office Knowledge and experience using and providing support with the following technology:Active Directory, Azure Hybrid AD CyberArk, Zscaler, Global Protect VPN Midrosoft 365, Google Suite Sharepoint, OneDrive Service Now, Remedyforce Behavioral: Good leadership and people management skills Excellent customer service skills Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels Good personal and team organisational skills Good attention to detail Ability to empathise with customers Ability to build effective working relationships at all levels Excellent problem-solving skills Willing to work on shifting schedule and render overtime when necessary Qualifications [EDUCATION and/or EXPERIENCE] > 8 years IT Service Desk experience > 4 years IT Service Desk TL experience Vocational qualification (MCP or equivalent) University level education Job Types: Permanent, Full-time, Fixed term Pay: Php110,000.00 - Php130,000.00 per month Benefits: Health insurance Schedule: 8 hour shift Day shift Supplemental Pay: 13th month salary Application Question(s): Senior Team Leader - IT Service Desk total experience? Kindly send your updated CV to [email protected] Application Deadline: 02/27/2023 Expected Start Date: 02/20/2023