Remote IT Support Lead — Enterprise Help Desk & Mentorship

Sourcefit; Quezon City; Remote; PHP 520,000 - 760,000; Full time

Job summary

Sourcefit in the Philippines is seeking a Senior IT Support Specialist to lead a Support Services Team and resolve escalated incidents across 700+ employees. This remote role covers multiple locations and requires strong leadership, ITIL knowledge, and hands-on experience with ticketing systems.

You will oversee device management (PCs, mobile), asset inventory, and policy enforcement while ensuring SLAs and service quality. Strong communication and coordination with management are essential.

Qualifications

• Bachelor’s degree in computer science or related field.
• 5+ years of experience in a Help Desk environment or relevant experience.
• ITIL Processes Knowledge.
• Hands on experience with incidents and requests ticketing system (Fresh Service or ServiceNow).
• Capable of leading innovation initiatives, process improvement and standardization within the IT organization.
• Deep working knowledge of Microsoft Windows 10 and Windows applications in an enterprise environment.

Responsibilities

• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Serve as the escalation point for other support services team members and mentor the team.
• Develop and lead new user IT orientation, onboarding, and training program.
• Ensure SLAs are met, triage and delegate tickets to technicians, maintaining customer satisfaction.
• Maintain and update standard operating procedures and technical documentation.
• Administrate core technology platforms (Office 365, Teams, SharePoint, IP Phones, MDM, SCCM).
• Schedule and manage regular hardware/software upgrades for employees.
• Collaborate with IT and business managers to enhance customer experience.

Skills

ITIL knowledge

Leadership

Analytical skills

Time management

English proficiency

Weekend availability

Education

Bachelor’s degree in computer science or related field

Tools

Fresh Service

ServiceNow

Active Directory

SCCM / MEM

Intune

Jamf

AirWatch

Job description

Sourcefit in the Philippines is seeking a Senior IT Support Specialist to lead a Support Services Team and resolve escalated incidents across 700+ employees. This remote role covers multiple locations and requires strong leadership, ITIL knowledge, and hands-on experience with ticketing systems.

You will oversee device management (PCs, mobile), asset inventory, and policy enforcement while ensuring SLAs and service quality. Strong communication and coordination with management are essential.