IT Service Desk Lead - Microsoft 365 Expert (Night Shift)

Lennor Group; Taguig; On-site; PHP 368,000 - 614,000; Full time

Job summary

Lennor Group in the Philippines seeks an experienced IT Service Desk Lead to oversee enterprise service desk operations, focusing on Microsoft 365 technologies. The role involves team leadership, customer engagement, escalation management, and technical support within an ITIL-governed environment.

Based in BGC, this onsite position offers night shift alignment and opportunities to drive service improvements for global customers and stakeholders.

Qualifications

• At least 6 years of overall IT Service Desk experience.
• 3 years of experience as a Service Desk Lead or Team Lead.
• Proven experience managing enterprise-scale Service Desk operations.
• Fluent English reading and writing skills.
• Strong knowledge of Microsoft 365 technologies.

Responsibilities

• Lead and manage day-to-day enterprise Service Desk operations and support teams.
• Oversee incident, problem, change, and service request management per ITIL.
• Handle escalations and provide hands-on technical resolution.
• Monitor service performance, SLAs, KPIs, and customer satisfaction.
• Serve as a point of contact for global customers and senior stakeholders.
• Support and troubleshoot Microsoft 365 technologies.
• Drive continuous improvement of Service Desk processes and quality.

Skills

Team leadership

Customer engagement

Microsoft 365

ITIL awareness

Tools

Microsoft 365

Job description

Lennor Group in the Philippines seeks an experienced IT Service Desk Lead to oversee enterprise service desk operations, focusing on Microsoft 365 technologies. The role involves team leadership, customer engagement, escalation management, and technical support within an ITIL-governed environment.

Based in BGC, this onsite position offers night shift alignment and opportunities to drive service improvements for global customers and stakeholders.