IT Service Desk Specialist

Lennor Group; Taguig; On-site; PHP 368,000 - 614,000; Full time

Job summary

Lennor Group in the Philippines seeks an experienced IT Service Desk Lead to oversee enterprise service desk operations, focusing on Microsoft 365 technologies. The role involves team leadership, customer engagement, escalation management, and technical support within an ITIL-governed environment.

Based in BGC, this onsite position offers night shift alignment and opportunities to drive service improvements for global customers and stakeholders.

Qualifications

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

Responsibilities

• Lead and manage 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, KPIs, and customer satisfaction.
• Serve as a point of contact for global customers and senior stakeholders.
• Support and troubleshoot Microsoft 365 technologies.
• Drive continuous improvement of Service Desk processes and quality.

Skills

Team leadership

Customer engagement

Microsoft 365

ITIL awareness

Tools

Microsoft 365

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

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. Itspecializes 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.

--- We kindly request your patience as we receive a significant number of applications. Rest assured that our team will update your application's status soon. In the meantime,we encourage you to followour LinkedIn pageto stay informed about future opportunities and company updates.