Service Desk Team Leader

Job Summary

• HMO on Day 1
• Receive promising perks and rewards
• Experience travel opportunities
• Get recognized for what you do
• Achieve work-life balance
• Improve exponentially with enhanced learning
  
  

• Lead, motivate, and manage a team of Service Desk Technicians and Identity and Access Management analysts (Level 12) to achieve operational and service excellence.
• Facilitate regular team meetings, performance reviews, coaching, and development planning.
• Support the recruitment, onboarding, and training of new team members to ensure effective integration and capability growth.
• Oversee shift scheduling, workload distribution, and resource allocation to meet service demand and operational requirements.
• Promote a positive, collaborative, and customer-focused team culture that aligns with organisational values.
  
  

• Oversee day-to-day service desk operations to ensure SLAs, KPIs, and CSAT targets are consistently achieved.
• Serve as a key escalation point for complex technical incidents and customer concerns, ensuring timely and effective resolution.
• Monitor and manage ticket queues, prioritisation, and incident response to maintain service quality.
• Ensure consistent application of ITIL-based processes (Incident, Request, Problem, Change).
• Maintain clear, professional and effective communication with customers and internal stakeholders.
• Conduct regular meetings and reporting to customers regarding current support trends and opportunities for service enhancement.
• Proactively identify opportunities in customer environments and workflows for improvement
  
  

• Provide hands-on technical assistance as required to support service continuity and issue resolution.
• Lead and guide the team in troubleshooting across common MSP technologies such as: Microsoft 365 / Azure / Entra ID
• Windows and macOS environments
• Solid Network knowledge (DNS, DHCP, VPNs, switching and firewalls)
• Endpoint management and security tools
• Mobile Devices Apple/Android
• Liaise effectively with third-line support teams, vendors, and technology partners to resolve complex issues and ensure optimal outcomes.
  
  

• Identify trends, recurring issues, and opportunities for service improvement.
• Contribute to process refinement, automation, and knowledge base development.
• Ensure documentation and knowledge articles are accurate and up to date.
• Support service reviews and reporting for customers and internal management.
  
  

• 5+ Years if Experience
• Demonstrated experience working within an MSP Service Desk environment.
• Previous experience in a senior analyst, team lead, or supervisory role.
• Strong understanding of IT service management (ITIL framework preferred).
• Excellent people management, coaching, and communication skills.
• Proven ability to manage competing priorities in a fast-paced, customer-facing environment.
• Strong customer service focus, maintaining a calm, professional, and solution-oriented approach.
  
  

• Microsoft 365 administration and support.
• Windows desktop and server environments.
• Basic networking and security concepts.
• Experience with ticketing systems, monitoring tools, and RMM platforms.
  
  

• ITIL Foundation certification.
• Microsoft or vendor-specific certifications.
• Experience with service reporting and KPI analysis.
• Exposure to ISO 27001 or similar frameworks.
  
  

• Strong critical thinking abilities with a process-orientated approach.
• Highly organized, proactive, and attentive to detail.
• Approachable, supportive, and confident leadership style.
• Resilient under pressure with excellent problem-solving capabilities.
• Passionate about developing people and improving service quality.
• Must be willing to work in a fast-paced environment Efficient team member, especially in dynamic situations
• Able to work well independently with limited supervision Full-time positions available
• Amenable to report onsite in either Ortigas, Pasig City / Cubao, Quezon City
• No work schedule preference