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Service Desk Team Leader

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NCC Group

Nov 8

  • Job
    Full-time
    Mid & Senior Level
  • IT & Cybersecurity
    People, HR & Administration
  • Manila
  • Quick Apply

AI generated summary

  • You must lead and coach a team, manage incidents and changes, ensure high customer service, have technical knowledge, and identify process improvements aligned with business goals.
  • You will build stakeholder relationships, oversee incident management, delegate tasks, provide technical support, and ensure adherence to company processes for service requests and escalations.

Requirements

  • Team Leadership & Coaching: Manage availability, coach, and develop service desk analysts; provide mentorship to ensure first-class service delivery and team capability.
  • Incident, Problem, and Change Management: Oversee incident registration, problem investigation, and change implementation using established control procedures and preventative measures (Practitioner/Working level).
  • Customer Service & Communication: Maintain high levels of customer service, manage complex complaints with empathy, and facilitate effective communication across technical and non-technical stakeholders (Practitioner level).
  • Technical Proficiency: Apply knowledge in areas like asset management, service reporting, technical support, and project management to ensure smooth IT operations (Awareness/Working level).
  • Process Improvement & Strategic Thinking: Identify opportunities for process optimization, contribute to strategic decision-making, and align activities with business objectives (Working/Awareness level).

Responsibilities

  • Build and maintain relationships with stakeholders to ensure high levels of customer service and support for all queries.
  • Oversee incident, problem, and change management processes within the team, ensuring timely updates and resolution.
  • Manage and delegate tasks effectively to team members, ensuring motivation and support for project delivery.
  • Provide technical support and ensure proper handover of completed work to customers or IT teams with necessary documentation.
  • Ensure adherence to company processes for all service requests, incidents, and project-related tasks, escalating complex issues when needed.

FAQs

What is the work location for the Service Desk Team Leader position?

The position is full-onsite, located in Taguig City, Metro Manila.

What is the primary mission of NCC Group?

NCC Group's mission is to make society a safer and more secure place through the collective efforts of a global community of talented individuals.

What will be the main responsibilities of the Service Desk Team Leader?

The Service Desk Team Leader will manage the day-to-day operations of Service Desk Analysts, ensuring high standards of service and support, oversee incident, problem, and change management processes, delegate tasks, provide technical support, and ensure compliance with company processes.

What are the key requirements for this role?

Key requirements include team leadership and coaching skills, experience in incident, problem, and change management, strong customer service and communication abilities, technical proficiency in IT operations, and a mindset for process improvement and strategic thinking.

What types of behaviors are valued at NCC Group?

Valued behaviors include being client-focused, collaborative, value-adding, enabling and empowering others, taking personal responsibility, open and respectful communication, maintaining an open mindset, and fostering growth and development.

What kind of work environment does NCC Group provide?

NCC Group offers an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability, with a focus on employee well-being.

Will there be any background checks required for this position?

Yes, this role involves mandatory pre-employment background checks due to the nature of the work at NCC Group.

How does NCC Group handle applications?

NCC Group reviews every application and will reach out if the applicant's skills and experience match their requirements. If not contacted within 10 days, applicants may remain in the CV database for future vacancies.

Is there an opportunity for career growth at NCC Group?

Yes, NCC Group offers opportunities for learning and development, as well as career growth within the organization.

Can I request reasonable adjustments during the application process?

Yes, NCC Group encourages candidates to request reasonable adjustments at any stage of the application process if needed.

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NCC Group

At the heart of cyber innovation - helping to make the world safer and more secure

Technology
Industry
1001-5000
Employees

Mission & Purpose

We assess, develop and manage cyber threats across our increasingly connected society. We advise global technology, manufacturers, financial institutions, critical national infrastructure providers, retailers and governments on the best way to keep businesses, software and personal data safe. With our knowledge, experience and global footprint, we are best placed to help businesses identify, assess, mitigate & respond to the risks they face. We are passionate about making the Internet safer and revolutionising the way in which organisations think about cyber security. Headquartered in Manchester, UK, with over 35 offices across the world, NCC Group employs more than 2,000 people and is a trusted advisor to 15,000 clients worldwide.