IT Team Lead - Service Desk & Security Champion

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

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.