Team Lead [IT Service Desk]

CGI Philippines is looking for an IT Service Desk Operations Lead with experience in managing a team of IT Service Desk analysts. The candidate must be willing to work onsite 2-3 times a week in Mckinley Taguig.

Your future duties and responsibilities

Your main responsibilities as an IT Service Desk Operations Lead are as follows:

• Supervise and lead a team of IT Service Desk technicians, providing guidance, coaching and performance feedback to ensure excellent customer
• Manage the daily activities of the IT Service Desk, including ticket queue management, workload balancing and prioritization of support requests.
• Collaborate with other IT teams to identify and implement process improvements to enhance operational efficiency and customer experience.
• Develop and maintain IT support procedures, knowledge base articles and documentation to ensure accurate and up-to-date information is readily available to support technicians and end-users.
• Resolve complex or escalated technical issues by providing hands-on-support and problem-solving expertise.
• Act as the primary point of contact for the client, fostering strong relationships and facilitating effective communication.
• Conduct regular training and professional development sessions for the Service Desk team to enhance technical skills and knowledge.
• Monitor and analyze performance metrics, providing regular feedback and driving continues improvement initiatives to meet or exceed service level agreements (SLAs).
• Listen for concerns and identify areas requiring further attention from the management team.
• Communicate all issues immediately to internal management.
• Coach Service Desk agents, assess, and record their performance and support them in their personal professionalization.
• Develop and implement strategies to optimize processes and enhance overall service desk efficiency.
• Stay updated with the latest trends and advancements in IT support practices, tools, and technologies to drive continuous improvement and innovation.
• Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer centric mindset within the Service Desk team.
• Assist in the recruitment and selection process of new service desk team members, conducting interviews and participating in hiring decisions.
  
  

Required Qualifications To Be Successful In This Role

• Minimum of 3+ years’ experience in leading and supervising a team in an IT Service Desk environment.
• Strong technical knowledge and understanding of a wide range of hardware, software, and network systems, including Windows, Office 365 Administrator, MS Exchange Administrator, Azure, and Active Directory.
• Familiarity with Service Desk ticketing systems and remote support tools.
• Effective problem-solving and troubleshooting skills, with the ability to identify root causes and implement appropriate resolutions.
• Excellent customer service and interpersonal skills, with the ability to interact professionally with end-users, clients, and team members.
• Strong organizational and prioritization skills, with the ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Excellent written and oral communication skills with an ability to generate high-quality presentation materials.
• ITIL or similar certifications is a plus
  
  

Only Candidates' Applications Meeting Minimum Qualifications Will Be Processed.

Successful candidates will enjoy these benefits when they join CGI:

• Career Development
• Multicultural Interaction
• Hybrid Work Setup
• Laundry Allowance
• Rice Subsidy Allowance
• Uniform Allowance
• Share Purchase Plan (SPP)
• Profit Participation Plan (PPP)
• Provident Fund
• Leave Entitlements
• HMO Coverage (upon hire)
• Extended HMO Coverage
• Group Life Insurance
• Health and Wellness Program
• Member Referral Program
• Special Meal Allowance
• Member Assistance Program (MAP)
• Corporate Social Responsibility Program
  
  

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.