Service Desk Team Lead

Job Description

We are looking for a highly capable and detailoriented Service Desk Tier 2 Team Lead to join our IT Support

organization. In this role, you will be responsible for overseeing Tier 2 daily operations, managing escalations, and

ensuring highquality resolution of complex incidents.

You will collaborate closely with Tier 1 teams, internal resolver groups, vendors, and client stakeholders to ensure service

continuity, SLA compliance, and customer satisfaction. This role plays a critical part in maintaining operational excellence

and driving continuous improvement across the Service Desk.

This role is fulltime and based in Manila and Pampanga site, with onsite requirements depending on business and client

needs.

Short Role Summary

The Service Desk Tier 2 Team Lead is accountable for leading Tier 2 support operations, owning escalated incidents, and

ensuring consistent communication, documentation,...