Lead IT Service Desk — Onsite Day Shift, Growth & Perks

MicroSourcing International; Pasay; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing in Pasay City is seeking a Service Desk Shift Lead ( SME ) to oversee end-user computing services, desktops, laptops, mobile devices, and software across the organization. You will coordinate IT support teams, ensure security and compliance, and align end-user tech with business needs.

The role emphasizes leadership of the EUCG, mentoring staff, delivering high customer service, meeting SLA/KPI targets, and driving improvements in user experience while maintaining 24x7 support

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3+ years in IT Systems and Operations / IT Service Delivery, including 2+ years in a supervisory or team lead capacity.
• Proven track record managing 10+ direct reports and supporting an enterprise environment of 1,000+ end users.
• Hands-on experience managing medium-to-large complex accounts, maintaining high client satisfaction, and overseeing IT vendor/outsourcing contracts.
• Strong analytical abilities, sound decision-making under pressure, and experience driving operational SLA/KPI performance.
• Excellent written, verbal, and presentation skills with an ability to communicate effectively across all organizational levels.
• Background in Call Center, BPO, System Integrator (SI), or IT Managed Services environments.
• ITIL or equivalent IT Service Management certification.

Responsibilities

• Oversee the delivery, support, and management of all end-user computing services and technologies within an organization.
• Mentor the IT End-User Computing Group (EUCG) to ensure capability and motivation to provide effective support services.
• Provide 3rd level technical support professionally, efficiently and effectively, maintaining a high degree of customer service.
• Assist end users with requests related to their IT assets and software/hardware troubleshooting.
• Ensure accurate inventory of IT assets and licenses.
• Respond to technical inquiries and resolve hardware/software problems.
• Ensure SLA commitments are met and reported to stakeholders.
• Maintain 24x7 EUCG support coverage.
• Conduct regular EUCG reviews to identify gaps and improve support.

Skills

Leadership

Analytical

Communication

SLA/KPI mgmt

Vendor management

Education

Bachelor's degree in Information Technology, Computer Science, or a related field

ITIL certification

Job description

MicroSourcing in Pasay City is seeking a Service Desk Shift Lead ( SME ) to oversee end-user computing services, desktops, laptops, mobile devices, and software across the organization. You will coordinate IT support teams, ensure security and compliance, and align end-user tech with business needs.

The role emphasizes leadership of the EUCG, mentoring staff, delivering high customer service, meeting SLA/KPI targets, and driving improvements in user experience while maintaining 24x7 support