IT Service Desk Specialist

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

About Lennor Group

As a proud Filipino company, we are committed to providing world-class business and workforce solutions. Our deep market expertise, combined with a global perspective, empowers us to serve businesses of all sizes and industries efficiently.

About Lennor Group

As a proud Filipino company, we are committed to providing world-class business and workforce solutions. Our deep market expertise, combined with a global perspective, empowers us to serve businesses of all sizes and industries efficiently.

Our brand, Lennor Metier, is a leading recruitment agency and headhunting firm in the Philippines, partnering with reputable companies to source top talent for direct-hire opportunities. It specializes in IT, Finance, Engineering, Sales & Marketing, Supply Chain, HR, and Executive Search.

Job Title: IT Service Desk Specialist

Industry: BPO

Salary Range: up to ₱55,000

Work Setup: Onsite

Shift Schedule: Night Shift

Location: BGC

About The Role

We are seeking an experienced IT Service Desk Lead to oversee enterprise service desk operations, with a strong focus on Microsoft 365 technologies. The role will provide team leadership, customer engagement, escalation management, and technical support within an ITIL-governed environment.

Key Responsibilities

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

Required Qualifications

• At least 6 years of overall IT Service Desk experience.
• Must have 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.

Good To Have Qualifications

• Strong understanding of ITIL processes: Incident, Problem, Change, and Request Management.
• Microsoft 365 Certification (any relevant certification).
• ITIL v3/v4 Certified or ITIL Trained.
• Experience in 24x7 or global support environments is an advantage.