Senior Desktop Support Lead — Remote (PST Hours)

Trinity Life Sciences; Hinoba-an; On-site; PHP 3,755,000 - 5,632,000; Full time

Job summary

Trinity Life Sciences is seeking an experienced IT Helpdesk professional to provide end-to-end desktop and end-user support remotely. You will troubleshoot laptops and peripherals, manage Windows 11 and macOS, and handle Microsoft 365 administration.

The role requires ITSM/ITIL experience (preferably ServiceNow), plus strong communication and documentation skills. You will mentor junior staff, contribute to SOP creation, and assist with procurement while working across international teams.

Qualifications

• Bachelor’s degree in computer science; not mandatory.
• 7–10 years of hands-on helpdesk and desktop support experience.
• Experience with Microsoft 365 administration and troubleshooting.
• Experience with ITSM/ITIL processes, preferably ServiceNow.
• Experience supporting iOS and Android devices.
• Strong knowledge of Active Directory and networking basics.
• Ability to create documentation and SOPs; excellent communication.

Responsibilities

• Troubleshoot desktops, laptops, peripherals and workstation hardware.
• Provide advanced remote support and issue resolution.
• Manage Windows 11 and macOS environments.
• Administer Microsoft 365 services and troubleshoot.
• Support ITSM/ITIL processes, preferably ServiceNow.
• Assist with ticket analytics and reporting.
• Train junior staff and document SOPs.
• Assist with hardware procurement and inventory management.
• Collaborate with cross-functional teams and end-users.

Skills

Ticket analytics

Communication

Customer service

Stakeholder management

Remote support

Windows/macOS

PowerShell basics

Education

Bachelor’s degree in computer science

Tools

ServiceNow

BeyondTrust

Azure

Intune

Office 365

Active Directory

Windows 11

macOS

Job description

Trinity Life Sciences is seeking an experienced IT Helpdesk professional to provide end-to-end desktop and end-user support remotely. You will troubleshoot laptops and peripherals, manage Windows 11 and macOS, and handle Microsoft 365 administration.

The role requires ITSM/ITIL experience (preferably ServiceNow), plus strong communication and documentation skills. You will mentor junior staff, contribute to SOP creation, and assist with procurement while working across international teams.