Service Desk Team Leader – Healthcare IT Support

Location: Cebu City, Philippines

Work Setup: 100% Onsite

Work Schedule: 24/7 Rotational Shift (including weekends and holidays)

Target Start Date: ASAP

Lead a High-Performing Service Desk Team!

Are you an experienced Service Desk professional with a passion for leadership, operational excellence, and customer success? We're looking for a Service Desk Team Leader to lead a team of Service Desk Analysts in a fast-paced healthcare support environment while ensuring outstanding service delivery, operational performance, and customer satisfaction.

If you have strong technical knowledge, proven leadership experience, and a commitment to continuous improvement, this is your opportunity to grow your career.

Key Responsibilities

• Lead, coach, and inspire a team of Service Desk Analysts in a 24/7 support environment.
  
• Drive achievement of Service Level Agreements (SLAs), operational KPIs, and customer satisfaction targets.
  
• Monitor ticket queues and oversee incident assignment, escalation, troubleshooting, and resolution.
  
• Ensure compliance with IT Service Management (ITSM) and ITIL best practices.
  
• Conduct coaching sessions, team huddles, performance reviews, and development planning.
  
• Manage attendance, schedule adherence, workforce planning, and leave management.
  
• Analyze operational performance and implement continuous improvement initiatives.
  
• Perform root cause analysis for operational issues and SLA misses.
  
• Collaborate with clients, stakeholders, and internal support teams to deliver exceptional service.
  
• Prepare operational reports, dashboards, and governance presentations.
  
• Ensure compliance with documentation standards and operational processes.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent work experience).
  
• 4–6 years of IT Service Desk experience.
  
• 1–2 years of Team Lead or Supervisory experience in a BPO or ITO environment.
  
• Experience supporting enterprise-level Service Desk operations.
  
• Experience handling voice, chat, email, and ticketing support.
  
• Working knowledge of:
  
  
  • Microsoft 365
    
  • Active Directory
    
  • Remote Support Tools
• Experience using ServiceNow or other IT Service Management (ITSM) platforms.
  
• Strong leadership, coaching, stakeholder management, analytical, and problem-solving skills.
  
• Excellent verbal and written communication skills.

ITIL Knowledge

ITIL certification is not required, but candidates should have a solid understanding of:

• Incident Management
  
• Troubleshooting
  
• Ticket Management
  
• Service Desk Operations
  
• IT Support Best Practices
  

These competencies will be assessed during the interview process.

Mandatory Requirements

To be considered for this role, candidates must have:

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• Healthcare or Clinical support experience.
  
• IT Service Desk experience.

Why Join Us?

• Competitive monthly salary package.
  
• Career growth and leadership opportunities.
  
• Collaborative and supportive work environment.
  
• Opportunity to lead a high-performing healthcare IT support team.
  
• Continuous learning and professional development.

If you're ready to lead, inspire, and make a real impact in healthcare IT support, apply today!