Service Desk Supervisor / Shift Lead / Team Lead
We are looking for a motivated and experienced Helpdesk Supervisor, Shift Lead & Team Lead to oversee daily Service Desk operations, support team performance, and ensure excellent service delivery. The ideal candidate is a strong communicator with hands-on technical experience and the potential to lead and develop a high-performing team.
Key Responsibilities:
Lead and manage daily service desk operations, ensuring SLA compliance and efficient ticket handling.
Supervise, coach, and support service desk team members to achieve performance targets.
Monitor real-time queues, manage shift activities, and prepare reports for smooth operations.
Serve as point-of-contact for escalations, incident management, and cross-team coordination.
Implement process improvements to enhance service delivery and operational efficiency.
Manage staffing, scheduling, training, and development of service desk personnel.
Qualifications:
At least 1 year of experience leading a Helpdesk/Service Desk team, OR 3 years of Service Desk experience with strong leadership potential.
Strong knowledge of Service Desk operations, ticketing systems, incident management, and SLA management.
Excellent communication, problem-solving, and customer service skills.
Ability to manage escalations, prioritize workload, and make sound decisions under pressure.
Willingness to work on shifting schedules, weekends, or holidays as required by the operation.
Employer questions
- What's your expected monthly basic salary?
- Which of the following types of qualifications do you have?
- How many years of Service Desk experience do you have?
- How many years' experience do you have as a Service Desk Lead?
Company profile
H2 Software Consulting Services
A Trusted Filipino IT Service Provider in the field of
Payroll Software As A ServiceIT Service Outsourcing ServiceService DeskDesktop SupportSoftware DevelopmentSoftware TestingRobotics Process AutomationIT Staff Augmentation Service
Who We Are?
H2 Software Consulting Services, Inc. is a Filipino IT Company formed in 2011 to provide world class IT service and software solutions that suit Philippine business settings. The company has earned the trust of top corporations in the country for a wide range of IT services including payroll software, IT help desk, software development and software testing. It now employs more than 300 highly skilled IT professionals.
Our Goal
To give Filipino companies the option to purchase world-class Philippine-made IT service and software solutions.
Why join us?
H2 is passionate in taking the most committed and talented individuals and making them dynamic world-class IT professionals. We offer vast exposure on IT and Banking related systems with the use of various tools on Business Process Automation, System Development (ASP/C#.net, MVC, PHP), Project Delivery, Quality Assurance, and Service Management.
H2 values every employee giving them full access to professional growth and great opportunities to grow with the business. We work hard and we also play hard!
Our Core Values revolve around Customer Service, Team Work, Quality, Respect, Integrity, People, Results, and Hard Work.
We only work with like-minded individuals. If this is you, JOIN US!
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