Job ID: 9923

  • Oct 26, 2020
  • Three E-com - Mall of Asia Complex
  • PC Desktop Support
  • Software installation
  • Windows OS
  • Internet Protocol

We are seeking a Service Desk Manager/Team Leader, to join our Information Technology team to be responsible for the team of Service Desk agents. The Service Desk Manager/Lead will be responsible for managing the team of agents to meet service desk metrics.  This person will also manage the team locally including scheduling and leading the service desk personnel in their daily activities. The lead will manage the service desk ensuing that it is staffed correctly to support the business and available to support  the business 24 x 7.

Responsibilities will include:

  • Experienced with using Service Now Application for the service desk support
  • Promote ITIL methodology and ensure industry best-practices are followed by the team
  • Ensure professionalism and friendly customer service experience from all agents
  • Drive a culture that constantly over-delivers to user expectations and focuses on continuous improvement
  • Serve as technical escalation point for agents
  • Schedule agent shifts based on call arrival patterns and projected business needs and oversee agent adherence to scheduled times
  • Conduct and participate in recruitment and selection of new team members
  • Train new agents and provide ongoing training as the team evolves and matures
  • Advise agents on how to handle stressful callers and take over escalations as needed
  • Ensure Service Desk agents have all components necessary to do their job (access, tools, knowledge)
  • Ensure that the knowledgebase is maintained with complete and accurate information by encouraging agents to submit feedback on knowledge base documents and by acting as a SME (where available and necessary) to edit and maintain documents
  • Respond to customer feedback surveys to rectify issues and learn how to better provide service for end users
  • Seek out efficiencies and opportunities to solve additional issues on “first call”; i.e., more troubleshooting and less ticket routing
  • Assess agent performance and provide needed coaching and guidance to further agents’ careers and abilities
  • Monitor agent calls and review tickets on a regular basis and provide feedback


  • IT/Management Degree preferred
  • Financial and/or Mortgage industry expertise preferred
  • Accreditation/Certification in ITIL service management framework required
  • 5-7 years’ experience working in a technical support capacity with 2-4 years of management/supervisor experience
  • Showcase good interpersonal skills for customer relations
  • Willingness to learn new tools and technologies and take on new responsibilities as assigned
  • Ability to work under pressure
  • Must have good leadership skills and carry a positive attitude at all times
  • Must be knowledgeable about service desk system and a variety of IT tools

MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.

Cultures and Values

We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.

  • Salary: Competitive compensation will be given
  • Work Hours: To Be Determined
  • Medical Insurance: Small Private