Service Desk Team Leader
probegroup · Remote Work Location - PH ·
- Work mode
- Remote
- Category
- Support
- Experience
- 1+ years
Leads a remote service desk team, resolving technical issues, maintaining SLAs, and mentoring agents to ensure smooth IT support operations.
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
About the role
The Service Desk Team Leader will lead a team of service desk agents, ensuring customer-focused service delivery and operational efficiency. Collaborating with various IT and business teams, will resolve technical issues, maintain SLAs, and drive process improvements. This role demands strong problem-solving, customer-facing skills, and resilience under pressure.
Duties & Responsibilities
● Coordinate and monitor the resolution of service issues by liaising with customers, scheduling technical specialists and third parties, and providing clear progress updates.
● Maintain and update systems, processes, and documentation, including the Knowledge Base, ServiceDesk Policies, and Service Catalogue, to ensure efficiency and relevance.
● Handle major incidents and problem tickets by investigating root causes, managing communications, and proposing solutions to minimize future impacts.
● Comply with Baker Delight’s information security policies and procedures
Mentor and coach team members to enhance their technical skills, customer service knowledge, and overall performance, conducting regular training sessions to meet defined targets.
● Provide leadership & support for direct reports, appraise their performance (If applicable)
● Ensure team & individual Key Performance Indicators (KPIs) are met (if applicable)
● Perform other duties as required to ensure the smooth operation of the ServiceDesk.
Qualifications and Key Competencies
● At least 1 year of leadership or supervisory experience in a Service Desk environment
● Knowledge of Asset Management, Knowledge Base use, and ticket management under SLAs.
● Customer-facing experience in customer service or support roles