Team Lead
18h ago

Job Description

The Team Lead position is a supervisory role responsible for managing a group of IT Service Desk Associates in the area of performance, behavior at work, professional / career development.

  • The Team Lead also provides technical, policy and procedural expertise to the IT Service Desk associates. The Team Lead is the point of contact for questions related to ITSD troubleshooting, processes and procedures;
  • moreover, the Team Lead is responsible for coaching, mentoring and continuously training the associates on the ITSD Support scope.

    The Team Lead is also the point of contact and escalation point for the ITSD Associate with regard to processes and procedures of other IT Support Teams, including those of Corporate IT.

    The Team Lead also serves as back-up of the Service Delivery Lead in managing the day-to-day activities of the IT Service Desk.

    People Management

    a. Conduct regular coaching and feedback session with assigned ITSD Associates, with focus on employee performance and goals achievement, behavior at work, and other issues that affect employee productivity and team working relationship.

    b. Responsible for facilitating the performance management process of assigned ITSD Associates, making sure that activities and other related tasks are performed and completed within schedule (start of year discussion, mid-

    year review, end-of-year review, final employee performance assessment).

    c. Responsible for managing behavioral issues that affect work or productivity of the assigned associates, including the enforcement of the company code of conduct for any violation incurred by an associate in his / her supervision.

    d. Owner of time keeping process for the associates assigned to him / her, including review and approval / rejection of time keeping forms, and other time keeping related activities.

    Quality Assurance

    a. Regular audit of acceptable number of ITSD ticket handling to check for process compliance, effective troubleshooting, and end-

    to-end customer support experience

    b. Conduct feedback session with team members on the results of audits, with focus on opportunities for improvement and sharing best practices as captured by the audit.

    Knowledge and Process Management

    a. Conduct regular huddles (within shift) to discuss updates, new processes and troubleshooting procedures.

    b. Communicate process gaps to co-Team Leads and ITSD Manager for immediate remediation

    c. Create Process Documents, KB Articles and Work Instructions on issues brought to his / her attention by the ITSD Associates if no document exists.

    d. Co-owner of regular review and updating of ITSD Process documentations, KB Articles, and Work Instructions.

    Daily Operations Monitoring

    a. Manage ITSD staffing during his / her shift to ensure that service operations and delivery run smoothly; this includes managing attendance and breaks of the associates on shift.

    b. Effectively manage the handling of passive queues such as Service Now and Shared Mailbox, so that all requests / email / tickets are attended to (end-to-end cycle)

    c. Actively monitor Service Now tickets (INC,RITM / TASK,CHG) owned by the associates under his / her responsibility, making sure that tickets are handled within the corresponding Response Time and resolved within the corresponding Resolution Time.

    d. Provide timely and regular feedback to associates with regard to actual ticket handling and ownership and issue resolution.

  • e. Actively monitor and chase high severity incidents and urgent requests to ensure they are worked on continuously until resolution;
  • provide regular updates to parties that need to be notified until high severity issue is resolved

  • f. Support ITSD Manager in reviewing old unresolved incidents - check for correct ticket assignment, re-assign misrouted tickets to correct resolving group;
  • follow-up with Support Groups on aging and unresolved incidents

    IT Project and Rollout

    Support the ITSD Manager on IT Project tasks and other Ad-hoc activities assigned to the IT Service Desk


  • Experience in People Management including Employee Performance Management, Coaching and Mentoring, Career Development
  • Highly knowledgeable with and experienced in the application of ITIL Concept
  • Experienced with concepts and implementation of quality controls to ensure compliance, accuracy of work output, etc.
  • Experienced with facilitating effective coaching that drives significant and sustained improvement in agent's technical and procedural knowledge
  • Highly knowledgeable with Active Directory and Office 365 including but not limited to Administration, User Administration, features and functionalities, triage and resolution.
  • Experienced in the support of PC Hardware and Software, Infrastructure (Networking and Server) issues
  • Experienced in the use of ITSM Tools such Service Now, HP Service Manager, LANDesk
  • Experienced in collaborating with other parties and actively participating in and contributing to local and global projects
  • Experienced in data mining and analysis, creation and presentation of reports / data


    Education / Certification :

  • Bachelor's degree holder in IT or Computer-related course; considerations may given to non-IT Degree holders, those who attended college up to 4th or 5th year but did not graduate provided they have extensive years of work experience in the field of IT, preferrably in Service Desk.
  • Preferrably ITIL V3 Foundations certified
  • Other IT certifications (e.g. MCSP) are desired but not required
  • Professional Experience

  • At least 5 years of work experience in the Service Desk environment, preferably in a Shared Services organization or an IT Outsourcing company that supports a global customer base.
  • Must be fluent in both written and oral English.
  • Strong customer service orientation, high appreciation and understanding of service operation and service delivery concepts.
  • Projects and Process Experience

  • Preferably with experience in the implementation of and driving compliance with ITIL, esp. in Incident Management and Problem Management
  • Preferably with experience in the implementing quality programs / initiatives
  • Leadership Experience

  • Service Desk Supervisor, preferably with :
  • at least 2 years of supervisory work experience handling no less than 5 direct reports
  • Experience in employee performance management, employee career development and managing employee behavior
  • Intercultural Experience

  • Experience working in a multi-cultural set up is a must.
  • What we offer

    Allowances : Transportation, meal, telecom and deminimis

    Reimbursements : medical / optical and critical transportation

    Health : HMO, Group Life Insurance and Investment fund

    Job Category

    Information Technology Other

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