Team Leader - Service Desk APAC (m/f/d) - Manila, Philippines

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Main objectives
  • Manages the team of Service Desk agents (1st level IT support) in their daily activity
  • Ensures that the agreed service levels are met by the service provided out of his team
Tasks and responsibilities
  • Team management: schedule planning, holidays, agent’s shifts
  • Assist the team members providing counseling or training on daily activities and services to the user in accordance with the established standard procedure. Performs 1:1 discussion with the team members on performance and improvement measures
  • Performance monitoring of team members (calls performance and registered tickets)
  • Daily monitoring of the agents (tardiness, call performance, behavior, etc)
  • Secure the knowledge documentation, as well as maintenance of such documents
  • Communicates with global operations support roles (training&learning, service quality)
  • Responds and solves users’ claims/escalations
  • Develops and applies improvement plans for operation
  • Actively follows the VALEO IT processes
  • Ensures that his/her team complies to the Customer processes
Education level
  • Preferable graduate from IT as System Engineer with a degree, Information Technology degree, etc.
Knowledge and competencies
  • Advanced knowledge on at least one incident management system such as (Remedy, HP Service Manager, etc.)
  • Advanced knowledge on ITIL V3 concepts, good understanding of Incident-, Problem- and Change Management Processes
Language skills
  • Fluent English and one of the support languages of his/her team (Mandarin, Japanese, Tagalog) at least at conversational level
  • Any other languages are a plus
  • At least three years of experience on team management / people management
  • At least three years of experience providing customer support about IT issues in one of the languages required by the service his/her team is providing
  • Very good customer care skills
  • Very good communication skills, open to new contacts, clarity and conciseness in written and verbal communication
  • Attention to details, distributive attention
  • Developed team spirit
  • Resistance to stress and flexibility
  • Developed service- and customer focus
  • Planning, organization and duty prioritization abilities
  • Developing and inspiring others
  • Encourage team-work
  • Abilities to negotiate and problem solving
Reporting lines
  • Reports to: Global Head of Service Desk or his nominated deputy
Working conditions
  • Office Space: Continental Offices in Manila
  • Working times: Regular shifts during service time 08:00 am –18:00 pm ( GMT +8)
  • Overtime: overtime only on demand and with agreement of both parties, on-call duty during weekends possible in a later stage only on demand and with agreement of both parties
  • Amenities: individual workplace in an open space office, telephone, IT equipment
  • Delegations: only on occasional basis, only with agreement of the employee
  • Personal development:
    • customer specific trainings will be provided in the work-in/training period
    • technical and softskill-trainings will be provided on demand
    • documentation and regular internal trainings available
    • initial training-onboarding period of 4-8 weeks planned for new employees
  • Salary: above market-level, individually negotiated
  • Additional benefits: above market level, individually negotiated


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