Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, the Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of various top BPOs, both offshore and onshore.

We have ongoing hiring for a Service Desk Team Leader for our BPO Partner in Cebu City.

Position: Service Desk Team Leader
Location: Cebu City
Work Setup: Onsite
Work Schedule: 24x7 shifting schedule, including weekends and holidays
Salary: Php 62,900 package
Salary: Target Start Date: August 14, 2026

About the Role

We are seeking a Service Desk Team Leader to lead and manage a team of Service Desk Analysts in a 24x7 support environment while ensuring the achievement of service levels, operational excellence, and customer satisfaction.

Key Responsibilities

• Lead and manage a team of Service Desk Analysts in a 24x7 support environment.
• Drive achievement of contractual SLAs, operational KPIs, customer satisfaction, and business targets.
• Monitor ticket queues and oversee incident handling, escalation, assignment, and resolution activities.
• Ensure compliance with ITIL-aligned service management processes and procedures.
• Conduct team huddles, coaching sessions, performance reviews, and development planning.
• Manage attendance, schedule adherence, workforce utilization, and leave planning.
• Analyze operational performance and implement improvement initiatives.
• Conduct root cause analysis for operational issues and SLA misses.
• Participate in client governance meetings and business reviews.
• Collaborate with internal support functions and stakeholders.
• Prepare reports, dashboards, and governance presentations.
• Drive continuous improvement initiatives.
• Ensure compliance with operational standards and documentation requirements.

Qualifications

• Bachelor's Degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)
• 4–6 years of IT Service Desk experience (required)
• 1–2 years of Team Lead or Supervisory experience in a BPO/ITO environment (required)
• Experience supporting enterprise Service Desk environments
• Experience handling voice, chat, email, and ticket support channels
• Working knowledge of: Microsoft 365, Active Directory, Remote support tools
• Proficient in ServiceNow or similar ITSM tools
• Strong leadership, coaching, stakeholder management, and problem-solving skills
• Excellent verbal and written communication skills
• ITIL Certification is NOT required.

Candidate should have a good understanding of ITIL concepts and be able to discuss topics such as:

• Troubleshooting
• Incident management
• Ticketing
• Service Desk processes
• General IT support concepts
• These will be assessed during the interview.

Non-Negotiable

• Healthcare/Clinical background
• Service Desk experience

To apply, please share your updated resume with the active email address and phone number here or via email at isay@gratitudephilippines.com

Further details will be discussed once shortlisted and invited for an interview.

Our recruitment team will reach out to you via WhatsApp/Viber or by phone once you are shortlisted.

APPLY NOW!