NOC/Service Desk Team Lead

MicroSourcing International; Manila; On-site; PHP 450,000 - 900,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Company-sponsored events

Flexible work arrangements

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing in the Philippines is seeking a NOC/Service Desk Team Lead to oversee day-to-day operations, monitor incident queues, and provide escalation support. This role supports IT operations, incident and problem management, and service improvements, all within a flexible work-from-home environment.

Candidates should have a IT-related degree or equivalent experience, 5+ years in IT support, and prior leadership experience.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 5+ years of experience in IT support, service desk, NOC, or infrastructure operations.
• Previous team lead, senior support, or supervisory experience.
• Strong understanding of IT support processes, incident management, and troubleshooting methodologies.
• Experience supporting end-user systems, applications, networks, and IT infrastructure.
• Familiarity with ITSM/ticketing platforms and monitoring tools.
• Knowledge of operating systems, networking concepts, cloud technologies, and enterprise IT environments.
• Strong analytical, problem-solving, communication, and leadership skills.
• Ability to manage priorities in a fast-paced support environment.

Responsibilities

• Lead and oversee the day-to-day activities of the NOC and/or Service Desk team.
• Monitor incident queues, alerts, and service requests to ensure timely resolution and adherence to SLAs.
• Provide technical guidance and support for escalated issues.
• Coach, mentor, and support team members to improve technical capability and service delivery.
• Coordinate incident escalation and communication with relevant technical teams and stakeholders.
• Monitor team performance metrics and prepare operational reports.
• Ensure proper documentation of incidents, troubleshooting steps, and knowledge base articles.
• Support IT operations processes, including incident management, problem management, and service improvement initiatives.
• Assist with team scheduling, workload management, and operational planning.
• Identify opportunities to improve support processes, efficiency, and customer experience.

Skills

Analytical skills

Problem-solving

Communication

Leadership

IT support

Incident management

Priority management

Education

Bachelor's degree in IT/CS or equivalent

Tools

ITSM ticketing systems

Monitoring tools

Job description

Discover your 100% YOU with MicroSourcing!

Position: NOC/Service Desk Team Lead

Location: Philippines

Work setup & shift: Work From Home | 4x11 work schedule (shifting but mostly dayshift)

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a NOC/Service Desk Team Lead, you will:

• Lead and oversee the day-to-day activities of the NOC and/or Service Desk team.
• Monitor incident queues, alerts, and service requests to ensure timely resolution and adherence to service level agreements (SLAs).
• Provide technical guidance and support for escalated issues.
• Coach, mentor, and support team members to improve technical capability and service delivery.
• Coordinate incident escalation and communication with relevant technical teams and stakeholders.
• Monitor team performance metrics and prepare operational reports.
• Ensure proper documentation of incidents, troubleshooting steps, and knowledge base articles.
• Support IT operations processes, including incident management, problem management, and service improvement initiatives.
• Assist with team scheduling, workload management, and operational planning.
• Identify opportunities to improve support processes, efficiency, and customer experience.

What You Need

Non-negotiables

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 5+ years of experience in IT support, service desk, NOC, or infrastructure operations.
• Previous experience in a team lead, senior support, or supervisory capacity.
• Strong understanding of IT support processes, incident management, and troubleshooting methodologies.
• Experience supporting end-user systems, applications, networks, and IT infrastructure.
• Familiarity with ITSM/ticketing platforms and monitoring tools.
• Knowledge of operating systems, networking concepts, cloud technologies, and enterprise IT environments.
• Strong analytical, problem-solving, communication, and leadership skills.
• Ability to manage priorities in a fast-paced support environment.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply