Service Desk Team Leader

📣 We’re Hiring: Service Desk Team Leader (can start ASAP)

👋 Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

💼 Why You’ll Love It Here

• Growth you can see – promotions and career paths await

• Learning that sticks – trainings to sharpen your skills

• A workplace that cares – inclusive, supportive, and people-first

• Health coverage you can count on

• Rewards when you refer friends to join the team

🛠️ Your Day-to-Day

• Lead and manage a 24/7 Service Desk team, including coaching, mentoring, performance management, workload allocation, and team development.

• Oversee daily Service Desk operations across voice, chat, email, and ticketing channels, ensuring incidents and service requests are handled effectively.

• Drive SLA, KPI, and service-quality performance, managing escalations, Major Incidents, and resolving operational issues through sound decision-making and root-cause analysis.

• Ensure adherence to ITIL processes and ITSM practices, with hands-on familiarity in ServiceNow or similar tools, Incident Management, Request Fulfillment, Microsoft 365, and Active Directory.

• Manage client and stakeholder relationships, ideally within a Global Service Desk, Managed Services, BPO/ITO, or international client environment.

• Drive reporting and continuous improvement, using operational data, dashboards, Excel, and PowerPoint to identify trends, improve processes, and enhance customer experience.

✅ What We’re Looking For

• Bachelor’s degree in IT, Computer Science, Engineering, or a related discipline, or equivalent relevant experience.

• Minimum 3 years of IT Service Desk experience, including at least 2 years in a Team Lead or Supervisory capacity.

• Proven experience leading enterprise Service Desk operations across voice, chat, email, and ticketing channels, preferably within a Global or Managed Services environment.

• Strong BPO/ITO delivery experience, with exposure to international clients, stakeholder management, service performance, and operational delivery.

• Solid knowledge of ITIL service management, Incident Management, Request Fulfillment, Major Incident Support, and ServiceNow or comparable ITSM platforms.

• Strong people leadership, analytical, reporting, and continuous improvement capabilities, with working knowledge of Microsoft 365, Active Directory, Excel, PowerPoint, dashboards, and remote-support tools.

🗓️ Work Setup: Full-time Onsite in Eastwood, shifting schedules, and graveyard shift

🏢 About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

🚀 Your Next Move

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you. Apply today and let’s get started.