BPO Team Lead

NTT
Philippines
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 3-5 yearsEducation: bachelorsSkills: ["Leadership","Communication","Conflict-resolution","Multitasking","Problem-solving"]

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.

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FursaFursa
NTT
NTT
5 months ago

BPO Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 days 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
WebsiteLinkedIn