Service Desk Lead: Elevate MSP IT Support & CSAT

enablesGROUP; Eastern Manila District; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Health and life insurance starting Day

20 leave credits

Career advancement with annual reviews

Laptop provided

Office location in Pasig

Profit-sharing after 5 years

In-house learning & development

Job summary

enablesGROUP is seeking a proactive Service Desk Lead to manage daily IT support, guide the team, and resolve complex Tier 2/3 issues. You will oversee CSAT, ITIL-aligned ITSM practices, and reporting for clients across AU, UK, US, and beyond. This role also covers internal IT operations within PH offices.

The ideal candidate will have 5+ years in IT support with leadership experience, plus hands-on experience with Halo ITSM and Microsoft Intune. Onsite work in Pasig, Philippines is expected.

Qualifications

• At least 5 years in IT support with 2+ years in a lead or supervisory role.
• Experience turning data into clear service reports and dashboards.
• Proficient in ITIL processes and ITSM best practices.
• Strong leadership, coaching, and stakeholder management skills.
• Ability to coordinate multi-country MSP services and time zones.

Responsibilities

• Lead and monitor service targets, including FRT, MTTR, and ticket trends.
• Oversee ticketing platforms, queues, and workload distribution across clients.
• Ensure ticket notes are clear and security procedures are followed.
• Provide coaching and escalate to the IT Associate Director as needed.
• Prepare weekly/monthly reports using Halo ITSM and client data.
• Coordinate with vendors for escalations and changes; manage CSAT initiatives.

Skills

IT leadership

Team management

Service reporting

ITIL knowledge

Customer service

Education

Bachelor's degree in IT or related field

Tools

Halo ITSM

Microsoft Intune

Microsoft 365 admin center

Power BI

Job description

enablesGROUP is seeking a proactive Service Desk Lead to manage daily IT support, guide the team, and resolve complex Tier 2/3 issues. You will oversee CSAT, ITIL-aligned ITSM practices, and reporting for clients across AU, UK, US, and beyond. This role also covers internal IT operations within PH offices.

The ideal candidate will have 5+ years in IT support with leadership experience, plus hands-on experience with Halo ITSM and Microsoft Intune. Onsite work in Pasig, Philippines is expected.