Service Desk Lead & IT Operations Supervisor

Prime System Solutions; Quezon City; Hybrid; PHP 502,000 - 781,000; Full time

Benefits offered by this job

13th-month pay in accordance with PH劳動

HMO coverage

Paid vacation and sick leave

Mandatory government contributions (SS

Pag-IBIG contributions

Opportunities for professional dev and

Career advancement opportunities

Job summary

Prime System Solutions is seeking an experienced Service Desk Supervisor to oversee daily Service Desk operations and support the Director of IT & Operations. This hands-on leadership role focuses on service delivery, incident management, and ensuring top‑notch customer experiences.

The ideal candidate will lead engineers, mentor the team, and balance operations with practical technical support for Microsoft 365, Azure/Microsoft Entra ID, and Windows endpoints.

Qualifications

• 3–5 years of experience in Help Desk, Service Desk, or MSP environments.
• At least 1 year of experience in a supervisory, team lead, or technical leadership role.
• Strong hands-on experience with Microsoft 365, Azure/Microsoft Entra ID, and Windows 10/11.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP).
• Experience using ticketing systems and monitoring service desk performance, SLA compliance, and ticket backlogs.

Responsibilities

• Oversee daily Service Desk operations, including ticket queues, assignments, prioritization, and workload distribution.
• Lead, mentor, and coach Service Desk engineers; conduct regular one-on-one meetings and performance reviews.
• Manage major incidents (P1/P2) and escalation processes; ensure clear communication with clients and stakeholders.
• Provide hands-on technical support for Microsoft 365, Azure Entra ID, and Windows endpoints; assist with identity, access management, and security issues.
• Ensure customer interactions meet standards of professionalism and service quality; coordinate with Customer Success and TAM teams.
• Maintain knowledge base articles and SOPs; identify opportunities to improve workflows, automation, and service delivery.
• Prepare weekly Service Desk performance reports for the Director of IT & Operations; monitor KPIs and staffing capacity.

Skills

Team leadership

Coaching & mentoring

Communication skills

Problem solving

Customer service mindset

Tools

Microsoft 365

Azure/Microsoft Entra ID

Windows 10/11

Job description

Prime System Solutions is seeking an experienced Service Desk Supervisor to oversee daily Service Desk operations and support the Director of IT & Operations. This hands-on leadership role focuses on service delivery, incident management, and ensuring top‑notch customer experiences.

The ideal candidate will lead engineers, mentor the team, and balance operations with practical technical support for Microsoft 365, Azure/Microsoft Entra ID, and Windows endpoints.