IT Support Lead (Help Desk Service)

Executive search firm Monroe Consulting PH is recruiting on behalf of a reputable medical company dedicated to improving patient outcomes and providing innovative healthcare solutions. They are currently seeking an IT Service Desk Team Lead (Global - PH Based). This position will be on a rotating 12-hour shift (100% Work from home).

The successful applicant will be responsible for: Creating team goals that are in line with overall strategies. He/she will monitor and manage service support team performance by ensuring objectives are clearly understood.

Key responsibilities:

  • Can resolve application / IT issues through troubleshooting with minimal disturbance
  • Develop and maintain effective documentation of all support processes, procedures and work instructions.
  • Follow and role-model key management processes (recruitment, performance management, safety, etc.) and complete associated actions with the service support team in accordance with policies and procedures.
  • Identify trends and recurring case patterns, identify solutions and make recommendations.
  • Address any performance or team issues with support of IT leadership.
  • Leading the team to ensure the effective resolution of customer service requests, incidents, calls and interactions whilst always maintaining a high level of customer satisfaction.
  • Ensure that daily, weekly, and monthly statistics, status reports, and graphical reports are completed and provided to the Service Delivery Manager.
  • Be the point of escalation - you will also be a coach and mentor to the support team.
  • Training new hires as well as the team for any new support item/s.

Minimum Qualifications:

  • A graduate of IT or any related courses
  • Extensive background in IT management specifically in technology and service desk/help desk function
  • Must have leadership and organizational skills
  • Must be ITIL qualified
  • Must have good communication (oral & written) and interpersonal skills
  • Be truly customer service and people focused
  • Experience in process improvement, facilitating change and creating new ideas to improve the service desk
  • Enterprise experience, ideally some global experience
  • Open to occassional working hours adjustments and on-site presence in office as needed