Service Desk Team Lead

Role: Service Desk Team Leader

Location: Taguig City, Metro Manila

Full-Onsite

Thanks for checking out our job opening; we are excited that YOU are interested in learning more about NCC Group.

We are on a mission to make society a safer and more secure place. Our people are the ones who make that possible; a global community of talented individuals working together towards a safer future.

We aim to create an environment where everyone can reach their full potential. We work together, we are brilliantly creative, we embrace difference, and we want you to join in our mission, to make the world safer and more secure.

Take a look at our website here to learn more about why we're one of the leading global Cyber Security and Risk Mitigation business

https://www.nccgroup.com/uk/

The Opportunity:

You will be responsible for the day to day management of the Service Desk Analysts, ensuring that NCC Group employees, receive a high standard of service and support.

The Service Desk Team Leader will also be responsible for planning, training, and implementation of support provision. You will also have line management responsibility for Service Desk.

As part of this role your also have local (non-technical) management for Infrastructure/Tech Ops teams, this role is going to help support the Technical team with on site management for areas like PDP and leave requests etc.

Role Responsibility:

• 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.

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).

Behaviours:

• Client-Focused
• Collaborates as One NCC
• Adds Value
• Enables and Empowers
• Personal Responsibility
• Communicates Openly and Respectfully
• Open Mindset
• Growth and Development

Why NCC Group

At NCC Group, our mission is to create a more secure digital future. That mission underpins everything we do, from our work with our incredible clients to groundbreaking research shaping our industry. Our teams partner with clients across a multitude of industries, delving into, securing new products, and emerging technologies, as well as solving complex security problems. As global leaders in cyber and escrow, NCC Group is a people-powered business seeking the next group of brilliant minds to join our ranks.

Our colleagues are our greatest asset, and NCC Group is committed to providing an inclusive and supportive work environment that fosters creativity, collaboration, authenticity, and accountability. We want colleagues to put down roots at NCC Group, and we offer a comprehensive benefits package, as well as opportunities for learning and development and career growth. We believe our people are at their brilliant best when they feel bolstered in all aspects of their well-being, and we offer wellness programs and flexible working arrangements to provide that vital support.

About your application

We review every application received and will get in touch if your skills and experience match what we're looking for. If you don't hear back from us within 10 days, please don't be too disappointed we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.

If you do not want us to retain your details, please email [Confidential Information]. All personal data is held in accordance with the NCC Group Privacy Policy. We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.

Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process.