IT Service Center Team Leader
Leading Edge Executive Talent Search Inc.
- Makati, Philippines22rd Floor, 139 Corporate Center, Makati, Metro Manila, Philippines, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 4 years ago
2020-04-07T16:15:58.035026+00:00Job closed.
Job Description
- Day to day running of the APAC Service Centre
- Staff Rostering / Shift Changes / Performance Reviews
- Leading and mentoring the Philippines team, being an engaging leader
- Key stakeholder management across Technology and the business services
- Onboarding, system access and audit regulatory compliance tasks
- Ensure team is meeting SLA's on daily core areas:
- Phone Queue
- Ticket Queue (New/Unassigned, Triage, Backlog, Aged)
- System Access / Onboarding
- Assist Head of Service Centre and SE Asia CTS Leader in
- Conducting weekly team meetings
- Weekly / Monthly reports
- CIO Pulse Survey responses
- On-Boarding and training of new staff
- Monitoring Service Quality of Service Centre
- Ticket Escalations & Complaints
- Attendance to other team meetings as required
- Change Control Meeting
- Problem Management Meeting
- Post Incident Reviews
- Major Incident Management
- Coordinating communications to the business & IT stakeholders
- Coordinating relevant teams to work together
- Preparing master ticket & Problem record if required
- Attending Quality Service Reviews (formerly known as PIR's - Post Incident Reviews)
Minimum Qualifications
- Graduate of a four year course
- At least 2-3 years as an I T Team Lead role
- Knowledge in ITIL framework, networking (TCP/IP), network printing, Citrix and Remote Access
- Experience in supporting Windows 7, Windows 8.1, Windows 10 and Microsoft Office 365
- Knowledgeable in Microsoft Active Directory
- Good Communication Skills
- People Management Experience
- Amenable to work in Makati
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 22rd Floor, 139 Corporate Center, Makati, Metro Manila, Philippines
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About Leading Edge Executive Talent Search Inc.
Recruitment Process Outsourcing (RPO) Group is a division of Leading Edge Executive Search, Inc. providing RPO and professional staffing services to local & multinational clients from various business sectors.
Our team comes with an expertise honed from being experienced staffing professionals and corporate recruiters -- working hard to deliver good matches to our clientele.