IT Service Desk Lead - Resolve Escalations, Drive Ops

MC GEOMETRIC PROPORTIONS INC. - together we build; Muntinlupa; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

MC GEOMETRIC PROPORTIONS INC. - together we build is seeking an Information Technology (IT) Manager focused on active support to oversee day-to-day help desk operations, resolve critical escalations, and manage user lifecycle services for business productivity.

You will bridge hands-on technical problem-solving with team leadership, mentoring staff, optimizing processes, and monitoring SLAs across Microsoft 365, Active Directory, endpoint management, and networking fundamentals.

Qualifications

• 10+ years in technical support or IT operations with leadership experience.
• Strong knowledge of Microsoft 365 and Active Directory.
• Experience analyzing KPIs and improving ticket resolution times.

Responsibilities

• Oversee daily help desk operations and monitor SLAs.
• Handle Tier 2/3 escalations for hardware, software, and network issues.
• Mentor staff, schedule shifts, and conduct performance evaluations.
• Oversee asset management, software licenses, and vendor contracts.

Skills

Leadership

Crisis communication

KPI analytics

Customer service

Tools

Microsoft 365

Active Directory

Endpoint management

Networking fundamentals

Job description

MC GEOMETRIC PROPORTIONS INC. - together we build is seeking an Information Technology (IT) Manager focused on active support to oversee day-to-day help desk operations, resolve critical escalations, and manage user lifecycle services for business productivity.

You will bridge hands-on technical problem-solving with team leadership, mentoring staff, optimizing processes, and monitoring SLAs across Microsoft 365, Active Directory, endpoint management, and networking fundamentals.