Hands-On Service Desk Lead: Microsoft Tech Expert

Satellite Office; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Virtuelle Group in the Philippines is seeking a hands-on Service Desk Team Leader to manage day-to-day operations across Level 1 and 2 support, triage incidents, and ensure SLA compliance while actively handling tickets when needed.

The ideal candidate combines strong Microsoft technical skills with leadership, coaching and a passion for process improvement within a fast‑growing, professional organisation. Certification support and ongoing mentoring are provided.

Qualifications

• Proven hands-on service desk or technical support in an MSP environment with leadership and escalation responsibilities.
• Strong hands-on Microsoft background across Microsoft 365, Windows, Azure and Entra, Intune and common business applications, and the ability to troubleshoot and resolve escalations directly.
• ITIL Foundation certification is required, with a solid working understanding of ITIL service management practices across incident, request, problem and change management.
• Familiarity with ITSM/PSA tools such as ConnectWise, Autotask or ServiceNow and RMM platforms; capable of managing SLAs and queues.

Responsibilities

• Lead, coach and develop a team of Level 1 and Level 2 service desk engineers, setting clear expectations and driving a high-performance, customer-first culture.
• Roll up your sleeves and work tickets hands-on, actively resolving incidents and service requests alongside the team.
• Own the daily service desk operating rhythm, including queue management, ticket triage, prioritisation and dispatch to the right resource.
• Ensure incidents and service requests are resolved within agreed SLAs, response targets and CSAT measures.
• Act as the first point of escalation for complex, aged or at-risk tickets, providing hands-on technical guidance and driving them to resolution.
• Monitor, analyse and report on service desk KPIs such as SLA attainment, first-contact resolution, backlog, reopen rates and CSAT.
• Manage team rostering, capacity planning and after-hours or on-call coverage to maintain consistent service levels.
• Conduct regular one-on-ones, performance reviews, coaching and knowledge-transfer sessions to develop the team’s technical and customer service skills.
• Drive continuous improvement of service desk processes, runbooks and the knowledge base, aligned to ITIL practices.
• Maintain high standards of ticket hygiene, documentation and accurate time recording across the team.
• Support the onboarding of new customers and the transition of new services into supported operations.
• Handle customer complaints and difficult conversations professionally, protecting both the client relationship and the wellbeing of the team.
• Contribute to the recruitment, induction and mentoring of new service desk staff.
• Provide out of hours emergency support and leadership cover when required.
• Attain and maintain relevant qualifications and technical certifications.

Skills

People leadership

Hands-on service desk

Customer service

Incident management

Communication

Time management

Coaching

Education

ITIL Foundation certification

Microsoft certifications (e.g., MS-900, AZ-900)

Tools

ConnectWise

Autotask

ServiceNow

RMM platforms

Job description

Virtuelle Group in the Philippines is seeking a hands-on Service Desk Team Leader to manage day-to-day operations across Level 1 and 2 support, triage incidents, and ensure SLA compliance while actively handling tickets when needed.

The ideal candidate combines strong Microsoft technical skills with leadership, coaching and a passion for process improvement within a fast‑growing, professional organisation. Certification support and ongoing mentoring are provided.