Service Desk Team Lead

Join a specialist technology company delivering CCTV, facial recognition, video analytics, networking, and cybersecurity solutions.

This role offers the opportunity to help shape a modern support model centered on collaboration, knowledge sharing, and customer satisfaction through the adoption of Intelligent Swarming.

You'll play a key role in redefining service delivery within a collaborative, customer-focused environment.

What you'll do:

• Lead and develop a team of Service Desk Engineers in Manila.
• Drive the transition from a traditional tiered support model to an Intelligent Swarming approach.
• Facilitate daily team huddles, allocate work effectively, and coach team members.
• Support Service Delivery Managers with reporting and escalation management.
• Promote Knowledge-Centered Service (KCS) by encouraging documentation and knowledge sharing.
• Monitor key metrics including SLA compliance, First Contact Resolution, CSAT, MTTR, repeat incidents, and knowledge reuse.
• Oversee onboarding and training of new engineers.
• Drive continuous service improvement through post-incident reviews and process enhancements.
• Foster a collaborative, inclusive, and customer-focused team culture.

What you'll bring:

• Experience leading technical support or Service Desk teams.
• Strong people leadership and change management skills.
• Ability to build strong relationships across engineering, project management, and service delivery teams.
• Knowledge of Intelligent Swarming or similar collaborative support models.
• Experience implementing Knowledge-Centered Service (KCS) practices.
• Strong organizational, coaching, and communication skills.
• Experience using ticketing platforms such as ConnectWise or similar tools.
• Passion for continuous improvement and delivering excellent customer service.

Why join?

This company designs, delivers, and supports specialist technology solutions backed by deep technical expertise. You'll be joining a collaborative organization that invests in employee development, encourages knowledge sharing, and supports career growth.

With a strong focus on teamwork, innovation, and service excellence, you'll have the opportunity to make a meaningful impact while helping shape the future of technical support.

Ready to take the next step? Apply today and join a team committed to delivering exceptional service and customer outcomes.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.