IT Service Desk Lead (pooling)

MicroSourcing; Manila; On-site; PHP 420,000 - 720,000; Full time

Benefits offered by this job

Healthcare coverage on day one (free,

Group life insurance

Paid time off with cash conversion

Competitive rewards

Career growth opportunities

Work-life harmony

Job summary

MicroSourcing is hiring an IT Service Desk Lead for a remote role serving multiple sites in the Philippines. The position focuses on incident resolution, SLA adherence, and strong customer communication across locations.

You will provide technical guidance, maintain knowledge resources, and support a 24/7 IT support framework while collaborating with diverse teams. The role requires ITIL experience and proficiency with ServiceNow/MDM tools.

Qualifications

• Minimum 3 years in a multi-site IT support or Service Desk.
• Experience supporting users in a BPO or shared services.
• Strong experience with Microsoft Outlook and Microsoft 365.
• Hands-on Active Directory administration and user management.
• Strong Windows desktop support.
• Experience in an ITIL-aligned service delivery framework.
• Experience using ServiceNow, BMC Remedy, ManageEngine or similar.
• Excellent verbal and written communication across all levels.
• Strong customer service orientation and ability to meet deadlines.

Responsibilities

• Resolve incidents and service requests adhering to SLAs.
• Provide clear, timely updates to customers on incidents and requests.
• Ensure customer satisfaction before closing tickets.
• Collaborate with technical teams and SMEs to resolve issues.
• Deliver high-quality customer service and build stakeholder relationships.
• Provide technical guidance and support to end users across locations.
• Assist users in utilizing IT systems, apps, and services.
• Maintain and improve self-help documentation.
• Maintain knowledge of business systems, infrastructure, and support processes.
• Create and update knowledge base articles and procedures.
• Participate in IT Service Desk initiatives and projects.
• Support innovation to improve systems and service delivery.
• Participate in cross-functional IT teams to meet business objectives.
• Support a multi-site IT environment and 24/7 IT support.

Skills

Outlook & 365

Active Directory

Windows desktop support

ITIL service delivery

ServiceNow

BMC Remedy

ManageEngine

SharePoint administration

Cisco Call Manager

Citrix (VDI)

24/7 support

Stakeholder communication

Customer service orientation

Multi-site support

Education

Diploma/Certificate in IT

Tools

ServiceNow

BMC Remedy

ManageEngine

SharePoint

Cisco Call Manager

Citrix VDI

Job description

Job Description

Discover your 100% YOU with MicroSourcing!

• Metro Manila, Philippines
• Full-Time
• Remote

Position: IT Service Desk Lead

Location: Eastwood, Quezon City

Work setup & shift: Remote | Day Shift

Why Join MicroSourcing?

You’ll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one (free up to 1 dependent only), paid time off with cash conversion, and group life insurance.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Benefit from flexible work arrangements that help you balance work and life.
• Career Growth: Take advantage of continuous learning and career advancement opportunities.
• Inclusive Teamwork: Join a team that celebrates diversity and fosters an inclusive culture.

Your Role

• Resolve incidents and service requests efficiently while ensuring adherence to service level agreements.
• Provide clear and timely communication to customers regarding the status and progress of incidents and requests.
• Ensure customer satisfaction before closing tickets and service requests.
• Collaborate with technical teams and subject matter experts to achieve timely issue resolution.
• Deliver a high standard of customer service and build strong working relationships with internal stakeholders.
• Provide technical advice, guidance, and support to end users across multiple business locations.
• Assist customers in effectively utilizing IT systems, applications, and services.
• Contribute to the maintenance and improvement of customer self-help documentation and knowledge resources.
• Maintain technical and functional knowledge of business systems, infrastructure, and support processes.
• Create and update knowledge base articles, technical documentation, and operational procedures.
• Actively participate in IT Service Desk initiatives, projects, and continuous improvement activities.
• Support innovation by identifying opportunities to improve systems, processes, and service delivery.
• Participate in cross-functional teams and collaborate with broader IT functions to achieve business objectives.
• Support a multi-site IT environment and contribute to the delivery of 24/7 IT support services.

What You Need

• Minimum 3 years of experience in a multi-site IT support or Service Desk environment.
• Previous experience supporting users within a BPO or shared services environment.
• Strong experience supporting Microsoft Outlook and Microsoft 365 applications.
• Hands-on experience with Active Directory administration and user management.
• Strong knowledge of Windows operating environments and desktop support.
• Experience working within an ITIL-aligned service delivery framework.
• Advanced experience using Service Desk management tools such as ServiceNow, BMC Remedy, ManageEngine, or similar platforms.
• Excellent verbal and written communication skills with the ability to support stakeholders at all organizational levels.
• Strong customer service orientation and commitment to delivering positive user experiences.
• Ability to prioritize workloads, manage competing priorities, and meet deadlines.

Preferred Skills/Experience

• Diploma or Certificate qualification in Information Systems, Information Technology, or a related discipline.
• Exposure to supporting Australian and New Zealand-based users and operations.
• Experience mentoring, coaching, or training colleagues and end users.
• Knowledge of SharePoint administration and support.
• Experience supporting Cisco Call Manager environments.
• Exposure to Citrix technologies and virtual desktop environments.
• Experience contributing to knowledge management initiatives and technical documentation.
• Strong problem-solving skills with a continuous improvement mindset.
• Ability to remain calm and effective when managing high-priority incidents and escalations.
• Experience working within a 24/7 support environment.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU: MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/