Remote NOC & Service Desk Team Lead – Growth & Impact

MicroSourcing; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking a NOC/Service Desk Team Lead to manage daily NOC/Service Desk operations from a 100% remote setup in the Philippines. The role entails guiding escalation, SLA adherence, and team coaching to deliver quality IT support.

You will oversee incident management, process improvements, and performance reporting while promoting a positive, inclusive work culture and career growth within a company with a wide professional footprint.

Qualifications

• Bachelor’s degree in IT or related field, or equivalent work experience.
• 5+ years of experience in IT support, service desk, NOC, or infrastructure operations.
• Previous team lead or supervisory experience.
• Strong IT support processes and incident management knowledge.
• Experience with end-user systems, networks and enterprise IT environments.
• Familiarity with ticketing platforms and monitoring tools.

Responsibilities

• Lead and oversee the day-to-day activities of the NOC and/or Service Desk team.
• Monitor incident queues, alerts, and service requests to ensure timely resolution and adherence to SLAs.
• Provide technical guidance and support for escalated issues.
• Coach, mentor, and support team members to improve technical capability and service delivery.
• Coordinate incident escalation and communication with relevant technical teams and stakeholders.
• Monitor team performance metrics and prepare operational reports.
• Ensure proper documentation of incidents, troubleshooting steps, and knowledge base articles.
• Support IT operations processes, including incident management, problem management, and service improvement initiatives.
• Assist with team scheduling, workload management, and operational planning.
• Identify opportunities to improve support processes, efficiency, and customer experience.

Skills

IT support experience

Team leadership

Incident management

Customer service

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

ITSM / ticketing platforms

Monitoring tools

Job description

MicroSourcing is seeking a NOC/Service Desk Team Lead to manage daily NOC/Service Desk operations from a 100% remote setup in the Philippines. The role entails guiding escalation, SLA adherence, and team coaching to deliver quality IT support.

You will oversee incident management, process improvements, and performance reporting while promoting a positive, inclusive work culture and career growth within a company with a wide professional footprint.