IT Support Team Lead - Hands-On Service Desk Leader

Connext; Davao City; Sur place; PHP 600 000 - 900 000; Plein temps

Résumé du poste

Connext is seeking an IT Team Lead to provide hands-on technical leadership for a service desk team in the Philippines. You will coordinate daily support activities, mentor technicians, manage the queue, and escalate complex issues across endpoints, networks, and security environments.

You will oversee incident response, patching, and vulnerability remediation, while ensuring SLAs and quality documentation. Strong English skills and multi-site support experience are preferred.

Qualifications

• Bachelor's degree in IT/related field required.
• Minimum 3 years in a senior or lead IT support role.
• Experience in service desk, MSP, multi-client or multi-site IT support.
• Strong English communication skills are essential.

Responsabilités

• Assign and prioritize tickets; manage daily service desk queue within SLAs.
• Prepare shift schedules and coverage plans for staff.
• Monitor ticket volumes, backlogs, and service performance; report to IT Manager.
• Serve as first escalation point for technical issues from the service desk.
• Resolve complex L2/L3 issues across devices, systems, apps, and networks.
• Provision devices, onboard/offboard users, and manage accounts per procedures.
• Respond to monitoring alerts and follow escalation paths.
• Coordinate with vendors/3rd party support for issues.
• Mentor technicians on troubleshooting and best practices.
• Review tickets and provide feedback to improve quality and docs.
• Provide input on performance, training needs, and development.
• Ensure adherence to desk procedures and standards.
• Apply patches/updates to endpoints/servers per schedule.
• Remediate vulnerabilities and support security audits.
• Assist in security incident containment and response activities.
• Follow IT security policies and report gaps/risks to IT Manager.
• Create knowledge base articles and runbooks; maintain asset records.
• Support IT improvement projects and site launches/go-live activities.

Connaissances

Leadership

Mentoring

English communications

Troubleshooting

Formation

Bachelor's degree in IT/related field

Outils

Jira Service Management

ServiceNow

Freshservice

Description du poste

Connext is seeking an IT Team Lead to provide hands-on technical leadership for a service desk team in the Philippines. You will coordinate daily support activities, mentor technicians, manage the queue, and escalate complex issues across endpoints, networks, and security environments.

You will oversee incident response, patching, and vulnerability remediation, while ensuring SLAs and quality documentation. Strong English skills and multi-site support experience are preferred.