Service Desk Team Lead

Job description

Job DescriptionWe are looking for a highly capable and detailoriented Service Desk Tier 2 Team Lead to join our IT Supportorganization. In this role, you will be responsible for overseeing Tier 2 daily operations, managing escalations, andensuring highquality resolution of complex incidents.You will collaborate closely with Tier 1 teams, internal resolver groups, vendors, and client stakeholders to ensure servicecontinuity, SLA compliance, and customer satisfaction. This role plays a critical part in maintaining operational excellenceand driving continuous improvement across the Service Desk.This role is fulltime and based in Manila and Pampanga site, with onsite requirements depending on business and clientneeds. Short Role SummaryThe Service Desk Tier 2 Team Lead is accountable for leading Tier 2 support operations, owning escalated incidents, andensuring consistent communication, documentation, and quality standards. The role serves as a key escalation point andoperational leader, supporting Tier 1, managing client escalations, and driving adherence to ITSM best practices. Key ResponsibilitiesEscalation & Incident Management Review escalation and triggered incident tickets to identify recurring issues and potential SLA breaches. Take full ownership of escalated incidents from investigation through resolution and closure. Perform advanced troubleshooting and rootcause analysis prior to further escalation. Coordinate with vendors and internal resolver teams for followups and technical updates. Provide regular, clear incident updates and summaries to District Managers, Store Managers, and stakeholders. Ensure all escalation tickets are accurately updated, tagged, and documented with ETAs.Tier 2 Incident (INC) Ticket Handling Manage tickets escalated by Tier 1 to the Tier 2 queue. Conduct detailed investigation, validation, and confirmation with stores or end users. Execute additional troubleshooting before escalating to Tier 3 or specialist teams. Document all findings, actions, and resolutions clearly within the ticketing system.Tier 1 Collaboration & Knowledge Support Review and respond to Tier 1 concerns requiring Tier 2 support via Slack or collaboration tools. Provide solutions, guidance, and knowledge articles to support Tier 1 issue resolution. Assist with forceresolving tickets when applicable and compliant with process. Support Tier 1 teams with DIO policy clarification and escalation handling. Tech Escalation & VIP Monitoring Monitor tech escalation inboxes and prioritize VIPrelated incidents. Review and respond to escalation emails from District Managers and store leadership. Track communications from internal support groups (e.g., RTI, RIO, SPC). Validate, update, properly tag, and route all escalated email concerns.Inbound Call Management Ensure Tier 2 agents follow scheduled call availability and coverage. Monitor Tier 2 call dashboards for trends and urgent issues. Provide troubleshooting assistance to callers when required. Ensure all call interactions are accurately documented.CSI Ticket Handling & Quality Oversight Create CSI tickets for stores marked “Urgent Support Required” when criteria are met. Maintain and update the CSI Tracker for weekly reporting. Monitor daily CSI tickets to ensure proper handling by Tier 2 agents. Coordinate with Quality Assurance to address any CSI handling gaps.Team Leadership & Client Engagement Lead daily team huddles covering attendance, ticket accuracy, quality of work, monitoring, and QA feedback. Represent Tier 2 in client standups, providing team status, escalation updates, and identifying blockers. Reinforce best practices for ticket ownership, communication consistency, and documentation quality.Continuous Improvement & Documentation Quality Drive improvements in work notes, resolution clarity, and ticket descriptions. Set clear expectations with stakeholders and ensure professional, accurate communication. Identify process gaps, recurring issues, and opportunities for operational improvement. Promote accountability and balanced ownership across the Tier 2 team. Skills and RequirementsMustHave Proven experience in Tier 2 Service Desk or IT Support operations Strong escalation and incident management expertise Solid understanding of ITSM / ITIL processes Advanced troubleshooting and analytical skills Excellent written and verbal communication skills  Strong attention to documentation quality and SLA compliance Experience working in a clientfacing or highescalation environmentNicetoHave Prior experience in a Team Lead, Acting Lead, or POC role Experience in handling VIP incidents and CSIdriven escalations Familiarity with ServiceNow or similar ticketing tools ITIL certification or equivalent training Experience coordinating with vendors and external partners