IT Team Lead | On site | Davao

Connext Global Solutions Inc; Davao City; On-site; PHP 500,000 - 750,000; Full time

Benefits offered by this job

Perfect Attendance Bonus

Competitive compensation

Life insurance

HMO Insurance

Great company culture

Job summary

Connext Global Solutions Inc. is seeking an IT Team Lead to guide a service desk team and resolve complex issues across end-user devices, systems, networks, and security environments for a U.S. client.

The role focuses on hands-on technical leadership, ticket triage, shift planning, escalation handling, and collaboration with vendors to ensure high-quality service delivery and adherence to SLAs.

Qualifications

• Minimum three years in IT support, including senior/lead role.
• Experience in service desk, MSP, or multi-site IT support environments.
• Experience supporting Windows, macOS, and Microsoft 365 environments.

Responsibilities

• Lead service desk operations and prioritize tickets to meet SLAs.
• Prepare shift schedules and coverage plans for staff.
• Mentor technicians in troubleshooting and best practices.
• Coordinate with vendors for hardware/software issues.
• Document processes and provide input on performance improvements.

Skills

Leadership

IT support

Microsoft 365

Windows

macOS

Tools

Jira Service Management

ServiceNow

Freshservice

Job description

Req ID: 5211
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for an IT Team Lead who will be working with Connext's Client in the United States of America.

What's in it for you?

• Perfect Attendance Bonus

• Competitive compensation
• Life insurance
• HMO Insurance
• Great company culture

What is the job?

The IT Team Lead is responsible in providing hands‑on technical leadership for a service desk team, coordinating daily support activities while resolving complex technical issues across end‑user devices, systems, networks, and security environments.

Responsibilities:

• Assign and prioritize tickets, manage the daily service desk queue, and ensure issues are resolved within established SLAs.
• Prepare shift schedules and coverage plans for service desk staff and technicians.
• Monitor daily ticket volumes, backlogs, recurring issues, and service performance, and report significant concerns to the IT Manager.
• Serve as the first escalation point for technical issues raised by the service desk.
• Resolve complex L2/L3 technical issues involving end-user devices, systems, applications, and network connectivity.
• Perform device provisioning, user onboarding and offboarding, and account setup in accordance with approved procedures.
• Respond to monitoring alerts and troubleshoot technical issues following established escalation processes.
• Coordinate with vendors and third-party support technicians to resolve hardware and software issues.
• Mentor and guide technicians on troubleshooting, tools, procedures, and technical best practices.
• Review resolved tickets and provide feedback to technicians to improve service quality and documentation.
• Provide input to the IT Manager regarding technician performance, training requirements, and development needs.
• Support consistent adherence to service desk procedures and operational standards.
• Apply patches and updates to endpoints and servers according to established schedules.
• Perform assigned remediation activities related to vulnerabilities and security audits.
• Support security incident response by performing technical containment activities, including endpoint isolation and resetting compromised accounts.
• Follow operational IT security policies and report identified gaps or risks to the IT Manager.
• Create and maintain knowledge base articles, runbooks, and technical documentation.
• Maintain accurate device and asset records.
• Support IT improvement projects and assigned technical initiatives.
• Set up end-user devices and provide technical support during site launches and go‑live activities.

Qualifications:

• Minimum of three (3) years of IT support experience, including experience in a senior or lead-level technical support capacity.
• Experience working in a service desk, MSP, multi-client, or multi-site IT support environment.
• Experience supporting and troubleshooting Windows, macOS, Microsoft 365, and related IT environments.
• Experience with ticketing tools such as Jira Service Management, ServiceNow, Freshservice, or similar platforms.