IT Service Desk Lead - Microsoft 365 & Global Support

Lennor Group; Philippines; On-site; PHP 469,000 - 614,000; Full time

Job summary

Lennor Group in the Philippines is seeking an experienced IT Service Desk Lead to oversee enterprise service desk operations with a focus on Microsoft 365 technologies. You will lead, engage customers, manage escalations and ensure ITIL-governed service delivery.

The role demands hands-on technical resolution, strong stakeholder communication, and a drive to improve service quality while maintaining SLAs and KPIs across global customers.

Qualifications

• At least 6 years of IT Service Desk experience.
• 3+ years as 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 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 and KPIs, and customer satisfaction.
• Act as primary contact for global customers and senior stakeholders.
• Support and troubleshoot Microsoft 365 technologies and related apps.
• Drive continuous improvement of Service Desk processes and quality.

Skills

Fluent English

Leadership

Microsoft 365

Tools

Microsoft 365

ITIL

Job description

Lennor Group in the Philippines is seeking an experienced IT Service Desk Lead to oversee enterprise service desk operations with a focus on Microsoft 365 technologies. You will lead, engage customers, manage escalations and ensure ITIL-governed service delivery.

The role demands hands-on technical resolution, strong stakeholder communication, and a drive to improve service quality while maintaining SLAs and KPIs across global customers.