Remote Enterprise Service Desk Lead: SLA & Escalations

Zohorecruit; Makati; Remote; PHP 900,000 - 1,500,000; Full time

Job summary

ScalableOS is hiring for an Enterprise Service Desk Team Lead to act as a technical escalation point, support Tier 1 & 2 teams, and ensure tickets progress efficiently in line with SLA commitments within the Service Delivery model. This is a remote role based in the Philippines.

The ideal candidate will provide advanced troubleshooting, mentor colleagues, and collaborate with Tier 3 and SME teams to drive timely resolutions and maintain high customer service standards.

Qualifications

• 5+ years of minimum experience in a relevant field.
• Experience with ServiceNow ITSM platform.
• ITIL certification or strong knowledge of working practices.

Responsibilities

• Monitor SLAs and KPIs and ensure ticket progress.
• Provide training and support to Service Desk Analysts.
• Escalate and mentor Tier 1/2 teams and coordinate with Tier 3.
• Review escalations for ticket hygiene and resolution quality.
• Handle end-user troubleshooting via tickets, phone, email, and web requests.
• Familiarize with client contracts to meet SLAs and obligations.
• Assist in onboarding new hires.

Skills

ITIL knowledge

Team leadership

Customer service

Troubleshooting

Strong communication

Tools

ServiceNow ITSM

Job description

ScalableOS is hiring for an Enterprise Service Desk Team Lead to act as a technical escalation point, support Tier 1 & 2 teams, and ensure tickets progress efficiently in line with SLA commitments within the Service Delivery model. This is a remote role based in the Philippines.

The ideal candidate will provide advanced troubleshooting, mentor colleagues, and collaborate with Tier 3 and SME teams to drive timely resolutions and maintain high customer service standards.