Remote IT Support Lead & Service Delivery Manager

Sourcefit; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Sourcefit seeks a Senior IT Support Specialist to lead a Support Services Team, resolving escalated incidents and managing ticket workflows across multiple locations. The role covers PC imaging, hardware/software inventories, device maintenance, and end-user support within a remote work setup in the Philippines.

The ideal candidate has 5+ years in a Help Desk/IT support role, strong ITIL knowledge, Windows expertise, and leadership ability.

Qualifications

• Bachelor’s degree in computer science or related field with 5+ years in a Help Desk environment
• 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 supporting and maintaining Windows 10 and related enterprise apps
• Knowledge of Active Directory, WAN/LAN/Wi-Fi, core networking, cloud services, video conferencing, and printing
• Hands on experience setting up and troubleshooting mobile devices
• Experience with Endpoint Client Security software
• Ability to pay attention to time management and analytical skills
• Leadership skills to guide team members
• Proficiency in English (speaking, writing, comprehension)
• Willingness to work weekends if needed
• ITIL 4 Certification (supplemental)
• CompTIA A+, Network+, Security+ or HDI Certification (supplemental)
• System Center Configuration Manager or Microsoft Endpoint Manager (supplemental)
• Mobile Device Management platforms - Jamf, Intune, AirWatch (supplemental)
• Help Desk oversight experience (supplemental)
• Project management experience (supplemental)

Responsibilities

• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Escalation point for other team members; mentor and resolve problems.
• Develop and lead IT onboarding and training programs.
• Ensure SLAs; triage and delegate tickets to technicians.
• Own tasks and drive them to completion.
• Maintain knowledge base; update SOPs.
• Guide staff and end-users on policies.
• Schedule hardware and software upgrades.
• Administer MS 365, Teams, SharePoint, IP Phones, MDM, SCCM, etc.
• Collaborate on special projects with IT and business managers.
• Brainstorm ideas to enhance customer experience.
• Design and update IT products/services offerings.
• Install, test, and configure devices and software.
• Manage assets and end-to-end inventory; generate reports.
• Identify process improvements.
• Participate in change control and maintenance activities.
• Perform other duties; oversee team performance.
• Mentor and groom junior staff

Skills

ITIL knowledge

Team leadership

Incident management

Problem solving

English proficiency

Time management

Analytical skills

Education

Bachelor’s degree in Computer Science or related field

Tools

Fresh Service / ServiceNow

Active Directory

SCCM / Microsoft Endpoint Manager

MDM (Jamf / Intune / AirWatch)

Job description

Sourcefit seeks a Senior IT Support Specialist to lead a Support Services Team, resolving escalated incidents and managing ticket workflows across multiple locations. The role covers PC imaging, hardware/software inventories, device maintenance, and end-user support within a remote work setup in the Philippines.

The ideal candidate has 5+ years in a Help Desk/IT support role, strong ITIL knowledge, Windows expertise, and leadership ability.