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Service Desk Team Lead (Night Shift)

Pasig, PH

Requisition Number: 84345 

Position Overview

The Service Desk Team Lead will be responsible for the day-to-day operations of the Service Desk team you are assigned to handle. You will be the point of contact for teammates as well as the leadership team. You should be able to act proactively to ensure smooth team operations and effective collaboration. As a Team Lead, you will provide assistance to management, including training, and keeps management updated on team performance.

What you’ll do at Insight

  • The Service Desk Team Lead will be responsible for overseeing the service desk day-to-day operations.
  • Analyzes daily tasks, plans, and assigns appropriately to teammates.
  • Ensures meeting of key performance metrics and client SLAs.
  • Generates regular and adhoc reports around productivity and performance quality.
  • Analyzes trends and recommends action plan.
  • Participates in training of new hires of client processes, tools, onboarding related activities and others.
  • Coaches teammates to drive continuous improve in performance.
  • Creates and updates KB articles and other technical/process documents.
  • Other duties as assigned.
  • Reports directly to Canada manager.

What you’ll need to join Insight

General Requirements:

  • Bachelor’s Degree in Computer studies, Business, or related field, from four-year College or University
  • For non-degree holders, 4 years of related work experience is required.
  • At least 2 years of experience in Service Desk, technical support, team management, quality assurance, process improvement and other related functions. 
  • Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives
  • Strong written and verbal English communications skills
  • Able to successfully manage multiple priorities
  • Proven ability to communicate effectively across all levels of the organization
  • Strong commitment to company values and operating principles

 

Technical Requirements:

  • Solid knowledge in Microsoft Office Suite.
  • Familiarity with ITSM concepts and experience with ticketing system.
  • Experience working with remote access tools and understanding of security protocols compliance.
  • Call queue and workforce management tools fundamentals

 

Preferred

  • Industry recognized certifications. ITIL, CCNA, Microsoft technology certificates, others.
  • Experience supporting or working in an Enterprise and/or Global Managed Services environment.
  • Experience in workforce/people management

 

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

 

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

  • Founded in 1988 in Tempe, Arizona
  • 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $8.3 billion in revenue in 2020
  • Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
  • 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
  • Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

 

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

 

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605. 


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