Technology Service Desk LeadCielo

Overview
Are you ready to accelerate your career? Join Cielo as a Technology Service Desk Lead! A career at Cielo will give you the opportunity to work with the industry's smartest people and to take ownership of your success!
Cielo is a brand that reflects our big idea - that talent is rising - and with it our opportunity to rise above. We create careers for ambitious people by moving beyond traditional assumptions of what it means to work in talent acquisition.
The Technology Service Desk Lead is responsible for the timely delivery of quality technical support service to internal users of Cielo's HR Technology systems. The Technology Service Desk Lead has knowledge of the HR technology systems and applications being supported and utilizes effective management skills while providing leadership to the Technology Support Specialist team.
Responsibilities:
Lead Technology Support Specialists in defining, monitoring, and measuring support desk SLAs.
Define clear performance goals, train, and further develop the Technology Support Specialists.
Assess, organize, and manage team capacity.
Provide leadership, inspiration, and coaching to the Technology Support Specialists.
Establish regular communications with the Technology Support Specialists, such as 1-1 meetings, team meetings with established agendas, or other regular touch points.
Review and approve team payroll to ensure accurate time keeping.
Monitor and report on team metrics; analyze ticket trends, recommend solutions, and implement preventive maintenance measures.
Oversee Technology Support Specialist operations, service requests, incidents, and projects.
Ability to identify, negotiate, and respond to stakeholder needs.
Demonstrate and coach team members on customer service recovery techniques.
Perform root cause failure analysis when needed, as part of Problem Management.
Work with Technology Consultants to support configuration phases technology implementations.
Stay current with latest system information, changes, and updates.
Act as a further escalation point for unresolved or escalated tickets.
Manage processes for new hire set up / permission driven access for Cielo core platform and point solutions.
Other duties as assigned.
Experience:
Experience in business and customer applications - ideally Recruitment or HR technology.
Experience in implementing or optimizing talent acquisition systems, solutions, process improvements and analytics is preferred.
Education:
Bachelor's degree strongly preferred.
Information Technology Infrastructure Library (ITIL) certification preferred.
Skills and Capabilities:
Ability to uphold and demonstrate the Cielo values with all internal and external customers.
Keen attention to detail.
Understanding of the recruitment process.
Ability to establish and maintain effective working relationships with other technical staff, vendors, and the end users.
Forward-thinking and works effectively with stakeholders to define business and systems requirements for new technology implementations.
Well-defined project management skills which are necessary to manage the deployment, maintenance, and support of all HR Technology systems.
About Cielo
Cielo is the world's leading strategic Recruitment Process Outsourcing (RPO) partner. The industry has verified Cielo's reputation for executing innovative solutions that provide business impact through numerous awards and recognitions, including its annual leadership position on the HRO Today RPO Baker's Dozen listing, Peak Matrix Leader placement by Everest Group and Industry Leader designation by NelsonHall.
Cielo is an equal opportunity employer and will not discriminate against any applicant for employment because of race, color, religion, sex, national origin, disability, age, genetic information, or any other status protected by state or local law for an individual who falls within the jurisdiction of such law.
Cielo

Manila City, Metro Manila
Permanent
Full-time