Remote NOC/Service Desk Team Lead — Growth & Benefits

MicroSourcing International; Manila; À distance; PHP 670 000 - 1 339 000; Plein temps

Avantages offerts par ce poste

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Résumé du poste

MicroSourcing International seeks a NOC/Service Desk Team Lead to oversee daily operations of the NOC and Service Desk in a 100% remote Philippines setting. You will monitor queues, guide escalations, and mentor staff to deliver reliable IT support and strong customer service.

The role requires 5+ years in IT support and prior leadership experience, with a focus on incident management, ITSM practices, and effective communication. Flexible, work-from-home arrangements apply.

Qualifications

• Bachelor's degree in IT or related field or equivalent work experience.
• 5+ years in IT support, service desk, NOC, or infrastructure operations.
• Experience in a team lead, senior support, or supervisory role.
• Strong knowledge of IT support processes and incident management.

Responsabilités

• Lead and oversee day-to-day activities of the NOC/Service Desk team.
• Monitor incident queues, alerts, and service requests to meet SLAs.
• Provide guidance and support for escalated issues.
• Coach and mentor team members to improve capabilities.
• Coordinate escalation and communication with technical teams.
• Monitor performance metrics and prepare operational reports.
• Document incidents, troubleshooting steps, and knowledge base.
• Support IT operations processes and service improvement initiatives.
• Assist with scheduling, workload management, and planning.
• Identify opportunities to improve processes and customer experience.

Connaissances

IT support

NOC

Service Desk

Leadership

Incident management

Troubleshooting

Communication

Formation

Bachelor's degree in Information Technology or Computer Science

Outils

ITSM tools

Monitoring tools

Description du poste

MicroSourcing International seeks a NOC/Service Desk Team Lead to oversee daily operations of the NOC and Service Desk in a 100% remote Philippines setting. You will monitor queues, guide escalations, and mentor staff to deliver reliable IT support and strong customer service.

The role requires 5+ years in IT support and prior leadership experience, with a focus on incident management, ITSM practices, and effective communication. Flexible, work-from-home arrangements apply.