433266 | IT Support Lead - #116289

Monroe Consulting Group


Date: 2 weeks ago
City: Biñan, Calabarzon
Contract type: Full time
Executive search firm Monroe Consulting PH is recruiting on behalf of a reputable medical company dedicated to improving patient outcomes and providing innovative healthcare solutions.

Position Overview:

  • Based in Biñan, Laguna, they strive to deliver high-quality products and services that meet regulatory standards and exceed customer expectations. They are currently seeking an IT Service Desk Team Lead (Global – PH Based).
  • This position will be on a rotating 12-hour shift (100% Work from home).
  • On occasion, working hours may be adjusted based on need.
  • Occasional on-site presence in Laguna Technopark.
  • The successful applicant will be responsible for Creating team goals that are in line with overall strategies.
  • Will monitor and manage service support team performance by ensuring objectives are clearly understood.


Job Responsibilities:

  • Can resolve application / IT issues through troubleshooting with minimal disturbance
  • Develop and maintain effective documentation of all support processes, procedures, and work instructions.
  • Follow and role-model key management processes (recruitment, performance management, safety, etc.) and complete associated actions with the service support team by policies and procedures.
  • Identify trends and recurring case patterns, identify solutions, and make recommendations.
  • Address any performance or team issues with the support of IT leadership.
  • Led the team to ensure the effective resolution of customer service requests, incidents, calls, and interactions whilst always maintaining a high level of customer satisfaction.
  • Ensure that daily, weekly, and monthly statistics, status reports, and graphical reports are completed and provided to the Service Delivery Manager.
  • Be the point of escalation - you will also be a coach and mentor to the support team.
  • Training new hires as well as the team for any new support item/s.


Job Qualification:

  • Must have a technology and service desk background.
  • Minimum of 4 years of experience in a Help desk Manager or Service Desk leadership role.
  • Must be ITIL-qualified.
  • Be truly customer service and people-focused.
  • Experience in process improvement, facilitating change, and creating new ideas to improve the service desk.
  • Enterprise experience, ideally some global experience.

Note: Only shortlisted candidates will be contacted for further assessment.

If you are interested in other related job opportunities, please explore additional openings on our website: https://shorturl.at/ovDR4

You can also stay updated on new job listings and information by following our Facebook page: https://shorturl.at/nqvCL

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