NTT

3 months ago

BPO Team Lead

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Lead and mentor an L1 service desk/helpdesk team, supervising scheduling, attendance, task allocation, and performance reviews. Serve as the primary escalation point for L1 issues, ensuring tickets are resolved and closed within SLAs while maintaining ticket quality and accurate documentation. Drive continuous process improvements and ITIL compliance, contribute to knowledge base updates, and report daily/weekly KPIs. Handle high-priority incidents and manage user complaints professionally.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Supervise, mentor, and guide the L1 helpdesk/service desk team to ensure performance and service quality.
•Manage scheduling, attendance, task allocation, and workload distribution; run meetings, performance reviews, and training.
•Act as the primary escalation point for L1 technical issues and ensure prompt troubleshooting and ticket closure within SLAs.
•Oversee ticket quality by validating categorization, documentation, and follow-up accuracy; assist with high-priority/major incident tickets.
•Monitor and report service desk KPIs (SLA, FCR, AHT, ticket backlog, customer satisfaction) and drive process improvements and ITIL compliance.

Key Requirements

•Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
•3–5 years of experience in IT Service Desk or technical support roles.
•1–2 years of experience in a supervisory/team-lead capacity.
•Strong end-user support skills including hardware troubleshooting, Windows/Mac, MS Office, networking basics, and ticketing tools (ServiceNow, JIRA).
•Strong communication, leadership, and conflict-resolution skills with ability to multitask and work under pressure.

Experience:3-5 yearsIT service deskTechnical support

Education:Bachelor's in IT, Computer Science, or related field

Skills:LeadershipCommunicationConflict-resolutionMultitaskingProblem-solving

Certifications:ITIL v3/v4 Foundation

Tech Stack:ServiceNowJIRAITILWindowsMacMS OfficeTeamViewerRDP

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT