Team Leader for Helpdesk (Ortigas)

Position Description:

The Team Leader for Helpdesk is responsible for managing the overall performance and productivity of the service desk team. This role oversees incident resolution ensures service level compliance and maintains high standards of customer satisfaction. The Team Lead provides leadership guidance and coaching to team members to optimize performance and achieve service goals. The role may also be shared across multiple engagements with similar project and skills requirements.

Your future duties and responsibilities:

Team Management
Lead mentor and motivate service desk agents to maintain high performance productivity and morale.
Assign tasks manage workloads and schedule resources to ensure timely response to service requests.
Conduct performance evaluations provide feedback and identify training needs.
Set clear goals aligned with organizational objectives.
2. Operations Management
Oversee daily service desk operations including incident management request fulfillment and problem resolution.
Ensure compliance with established processes procedures and SLAs.
Coordinate with technical teams to resolve incidents prioritize tasks and manage escalations.
Monitor incident trends identify root causes and implement preventive actions.
3. Quality Assurance
Enforce quality standards to ensure consistent high-quality support delivery.
Provide coaching and feedback to strengthen technical and customer service skills.
4. Resource Management
Manage and optimize the use of service desk tools documentation and resources.
Maintain productivity while meeting service levels and budget targets.
5. Customer Relationship Management
Build and maintain strong relationships with internal and external customers.
Handle escalations with professionalism and empathy to ensure satisfaction and trust.
6. Continuous Improvement
Identify and implement process improvements automation and innovation opportunities.
Collaborate with stakeholders to adopt best practices and new technologies.
7. Reporting and Analysis
Prepare and present reports on key performance metrics (e.g. incident volume resolution time customer satisfaction).
Analyze data to recommend actions that enhance efficiency and service quality.
8. Professional Development
Participate in relevant training workshops and certifications to stay updated on industry trends and strengthen leadership capabilities.
9. Additional Responsibilities
Partner with management and peers to ensure satisfactory resolution of service requests.
Follow escalation procedures and adhere to attendance and leave policies.
Submit required reports promptly and provide feedback on potential improvements.
Attend all scheduled meetings and assist team members as needed.

Required qualifications to be successful in this role:

Education
Vocational Diploma Short Course Certificate Undergraduate or Bachelors Degree in any field.
Knowledge and Skills
Strong leadership decision-making and delegation skills.
Excellent verbal and written communication abilities.
Proficient in service desk software ticketing systems and ITIL framework.
Skilled in troubleshooting incident management and problem-solving.
Experienced in team management performance evaluation and conflict resolution.
Customer-focused with the ability to handle escalations professionally.
Committed to continuous improvement and learning.
Experience
Background in IT Support IT Service Desk or Technical Support roles.
Minimum of 2 years in a supervisory or leadership position within a service desk or technical support environment.
Other Requirements
Willing to work on shifting schedules (night shift weekends holidays 24/7 support).
Willing to work onsite as needed.
Open to assignments at OWS McKinley Taguig or Alpha Ortigas site.

Skills:

• Client Delivery
• Leadership
• People Management
• Performance Tuning
• Performs Well Under Pressure

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.