Remote MSP Lead: Service Delivery & SLA Champion

BruntWork; Philippines; Remote; PHP 1,004,000 - 1,674,000; Full time

Benefits offered by this job

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible

Job summary

BruntWork is seeking a Senior MSP Technical Support Lead to own day-to-day service delivery across customer environments, including desktop, server, network, Microsoft 365, and retail technology. You will oversee support operations, SLAs, escalation discipline, and customer communication from first contact to resolution.

You will lead the MSP division, manage Tier 1 and Tier 2 support, and drive continuous improvement across client operations while coordinating projects and ensuring accurate PSA

Qualifications

• Clear verbal and written English communication.
• Strong customer service with ownership and follow-up.
• Proven IT helpdesk or MSP support experience.
• High proficiency with Microsoft applications, server administration, networking.
• Experience with system maintenance and root-cause analysis.

Responsibilities

• Lead the MSP division day-to-day, ensuring queue visibility, ticket triage, updates, SLA control, and disciplined escalation.
• Provide Tier 1 and Tier 2 MSP support across Microsoft 365, desktops, servers, networks, endpoints, infrastructure, and retail tech (POS, Linkly, EFTPOS).
• Configure, monitor, troubleshoot, and remotely install customer IT equipment and environments.
• Coordinate support projects, staging, onsite work, implementation tasks, quality checks, and handovers.
• Document customer environments, configurations, playbooks, knowledge base, and BAU handover requirements.
• Maintain PSA tickets with accurate priorities, statuses, time entries, and notes as the single source of truth.
• Build internal and customer-facing reports on SLA performance, ticket volume, backlog, and proactive recommendations.

Skills

Verbal English communication

Customer service

MSP / IT helpdesk experience

Microsoft applications

Networking & server administration

Root-cause analysis

Tools

PSA system

Job description

BruntWork is seeking a Senior MSP Technical Support Lead to own day-to-day service delivery across customer environments, including desktop, server, network, Microsoft 365, and retail technology. You will oversee support operations, SLAs, escalation discipline, and customer communication from first contact to resolution.

You will lead the MSP division, manage Tier 1 and Tier 2 support, and drive continuous improvement across client operations while coordinating projects and ensuring accurate PSA