Global Service Desk Team Lead

We are seeking a highly skilled Global Service Desk Team Lead with a minimum of three years of leadership experience in managing cross-functional teams across offshore and onshore locations. The ideal candidate will be responsible for overseeing the Global Service Desk operations, ensuring seamless IT support, optimizing service delivery, and driving continuous improvements. This role reports directly to the Head of IT and plays a crucial role in maintaining high service standards across global operations.

• Work setup: Onsite
• Location: St. Francis Square, Ortigas, Pasig City
• Shift: Night shift (Training), Dayshift (Production)

Key Responsibilities:

Global Service Desk Operations & Service Delivery

• Oversee daily Global Service Desk operations, ensuring timely incident resolution and adherence to Service Level Agreements (SLAs) across all teams and global locations.
• Ensure 24/7 IT support availability and operational excellence by optimizing workflows and leveraging ITSM tools.
  

Incident & Escalation Management

• Monitor and coordinate incident resolution, handling escalations effectively to minimize business disruptions.
• Implement proactive incident management strategies to enhance service efficiency and reduce downtime.

Cross-Functional Team Leadership

• Lead and mentor onshore and offshore Global Service Desk teams, ensuring high performance, professional development, and service consistency.
• Foster collaboration and communication between IT teams and business units to align IT support with company goals.

IT Asset & Infrastructure Management

• Manage the IT asset lifecycle from procurement to decommissioning, ensuring compliance, security, and operational reliability.
• Maintain documentation and enforce policies related to IT infrastructure, networks, and endpoint management.

Process Improvement & ITIL Best Practices

• Implement IT Service Management (ITSM) frameworks and automation strategies to improve efficiency, issue resolution speed, and knowledge management.
• Continuously assess and refine ITSM processes to align with evolving business needs and industry best practices.

Client & Stakeholder Management

• Serve as a key liaison between the Global Service Desk and business stakeholders to understand IT support requirements.
• Provide tailored IT solutions and maintain strong client relationships to ensure user satisfaction and business alignment.

Project & Change Management

• Lead and execute IT support projects, ensuring alignment with business goals, on time delivery, and budget adherence.
• Oversee change management processes to minimize disruptions during system updates and service transitions.

System & Network Performance Monitoring

• Proactively monitor system health, server performance, backups, and disaster recovery processes to ensure high availability.
• Collaborate with infrastructure teams to address network and security-related concerns proactively

Documentation & Reporting

• Generate comprehensive reports on Global Service Desk performance, IT operations, and key metrics to drive data-driven decision-making.
• Maintain up-to-date knowledge base articles, SOPs, and service documentation.

Qualifications:

• Minimum 3 years of experience leading a Global Service Desk or IT service
  operations team across multiple regions.
• Proven expertise in IT operations, service management, and ITIL best practices.
• Hands-on experience with ITSM tools, incident resolution, and escalation
  management.
• Strong background in IT infrastructure, networks, security, and asset management.
• Knowledge of KPIs, SLAs, and performance monitoring tools to drive service
  excellence.
• Excellent leadership, decision-making, and cross-team collaboration skills.
• Strong problem-solving and communication abilities.
• Bachelor’s degree in information technology, Computer Science, or a related field.

Preferred skills:

• ITIL or relevant certifications are a plus.
• Experience with technologies such as Microsoft 365, Google Workspace, ITSM
  tools, Active Directory, Windows Servers, Hyper-V, Fortinet, Cisco, Veeam, AWS, and
  Azure