service desk Team Lead24-7 Intouch

About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
We are looking for a Service Desk Team Lead who will partner with various IT teams, IT Operations, and IT Managers to ensure IT services are delivered with quality and efficiency within Service Level Agreements (SLAs). Additionally, the ideal candidate will help manage the implementation and on-going optimization of the Service Management platform, leading the local service desk process, and optimizing ITIL processes across the organization.
As Service Desk Team Lead, You Will...
Manage Service Level Agreements (SLAs) for responsiveness, completeness of solutions provided, and user satisfaction
Resolve incident requests arriving at the IT department and accurately identify, prioritize, and log the service requests within the established standards
Provide service desk, client systems configuration, solutions documentation, and IT operations support
Collect and produce impeccable operational data in an efficient manner
Ensure the team has the proper tools, training, and mentorship required to succeed from both a technical and non-technical perspective
Provide ownership and quick resolutions for any notifications
Monitor Service Desk metrics (e.g. KPI, SLA, OLA, etc.) to evaluate and improve performance
Produce and maintain technology process documentation such as Checklists, Work Processes, SOPs, TSBs, etc.
Up scale the internal IT parameters (CMDB, Service Catalog, etc.)
Establish and optimize schedules to keep staff coverage and service in line with forecasted demands
Be responsible for monitoring agent calls, analyzing performance, and providing feedback for process improvement in quality and service standards
Act as an effective escalation point of contact for all issues and requests coming to Global Service Desk, ensuring Service Level Agreements (SLAs) are upheld
Provide hardware/software/network problem diagnosis/resolution via telephone, email, or chat
Requirements
As Service Desk Team Lead, You Have...
Post-secondary degree or full-time technical graduate degree (required)
ITIL Certificate
At least 5+ years of experience in IT operations as a Team Lead or Supervisor
ITIL knowledge of V3 or V4, especially in Service Desk, Incident, Problem, and Change Management
Advanced knowledge in creating reports on Excel, Slides, and necessary IT operational documents (SOPs, TSBs, etc.)
Experience with remote support (required)
Ticketing tools knowledge (SNOW, BMC, Remedy, Manage Engine, JIRA, etc.)
Hands-on experience with:
Windows Operations systems
Active Directory
Office 365 user administration
G Suite user administration
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
VPN & VDI
Proven ability to communicate in both user-friendly and technical language with all levels of an organization
Strong time management, change management, analytical, and problem solving skills
Ability to prioritize in a fast-paced and rapidly evolving environment, and respond to emergency situations effectively
Ability to interact with business users and other technology teams
Ability to learn new technologies on the fly in a dynamic environment
Flexible to work any schedule, including extended hours
Team player attitude with a high level of productivity
Strong interpersonal and organizational skills
By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
24-7 Intouch

Manila City, Metro Manila
Permanent
Full-time