Remote NOC & Service Desk Team Lead — Lead & Elevate Support

MicroSourcing International; Manila; Vor Ort; PHP 450.000 - 900.000; Vollzeit

Benefits dieser Stelle

Competitive rewards

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Company-sponsored events

Flexible work arrangements

Career growth opportunities

Inclusive team culture

Zusammenfassung

MicroSourcing in the Philippines is seeking a NOC/Service Desk Team Lead to oversee day-to-day operations, monitor incident queues, and provide escalation support. This role supports IT operations, incident and problem management, and service improvements, all within a flexible work-from-home environment.

Candidates should have a IT-related degree or equivalent experience, 5+ years in IT support, and prior leadership experience.

Qualifikationen

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 5+ years of experience in IT support, service desk, NOC, or infrastructure operations.
• Previous team lead, senior support, or supervisory experience.
• Strong understanding of IT support processes, incident management, and troubleshooting methodologies.
• Experience supporting end-user systems, applications, networks, and IT infrastructure.
• Familiarity with ITSM/ticketing platforms and monitoring tools.
• Knowledge of operating systems, networking concepts, cloud technologies, and enterprise IT environments.
• Strong analytical, problem-solving, communication, and leadership skills.
• Ability to manage priorities in a fast-paced support environment.

Aufgaben

• 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.

Kenntnisse

Analytical skills

Problem-solving

Communication

Leadership

IT support

Incident management

Priority management

Ausbildung

Bachelor's degree in IT/CS or equivalent

Tools

ITSM ticketing systems

Monitoring tools

Jobbeschreibung

MicroSourcing in the Philippines is seeking a NOC/Service Desk Team Lead to oversee day-to-day operations, monitor incident queues, and provide escalation support. This role supports IT operations, incident and problem management, and service improvements, all within a flexible work-from-home environment.

Candidates should have a IT-related degree or equivalent experience, 5+ years in IT support, and prior leadership experience.