IT Service Desk Lead: Ops, SLAs & Vendors

2GO Group Inc.; Pasay; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

2GO Group Inc. in Pasay is seeking an experienced IT Service Desk Leader to oversee daily operations, end-user support, and vendor management.

You will drive SLA adherence, ITIL-based processes, and continuous service improvements across on-site and outsourced deskside teams. The role requires 10+ years in IT service desk / end-user support, plus 5+ years in a supervisory position; a Bachelor’s degree in IT or CS is essential, with strong leadership and communication skills to elevate customer

Qualifications

• 10+ years in IT service desk / end-user support and related areas.
• 5+ years in a supervisory role.
• Bachelor's Degree in Information Technology, Computer Science, or related field.
• Strong analytical mindset with data-driven decision making.
• Excellent leadership and communication skills.

Responsibilities

• Lead, mentor, and develop a team of service desk analysts.
• Manage outsourced IT support vendors and monitor performance against SLAs.
• Oversee day-to-day service desk and deskside operations to meet SLA goals.
• Coordinate onboarding, hardware, and asset management with vendors.
• Drive continuous improvement via ITIL-based processes and automation.
• Act as level 3 escalation and analyze root causes.
• Track KPI and report on service desk and vendor performance.
• Stay updated with IT trends and evaluate new tools.
• Handle after-hours support for critical incidents.

Skills

Leadership

Vendor management

ITIL

Customer service

Communication

Education

Bachelor's Degree

Tools

ITSM Tools

UEM Desktop Central

Patch Management

Job description

2GO Group Inc. in Pasay is seeking an experienced IT Service Desk Leader to oversee daily operations, end-user support, and vendor management.

You will drive SLA adherence, ITIL-based processes, and continuous service improvements across on-site and outsourced deskside teams. The role requires 10+ years in IT service desk / end-user support, plus 5+ years in a supervisory position; a Bachelor’s degree in IT or CS is essential, with strong leadership and communication skills to elevate customer