Service Desk Lead — MS 365, ITIL, Night Shift

PeopleLogic; Manila; In loco; PHP 600.000 - 900.000; Tempo pieno

Descrizione del lavoro

PeopleLogic is seeking an experienced Service Desk Lead to manage daily IT support operations and lead the Service Desk team for enterprise users. You will handle escalations and ensure effective service delivery, guiding incidents through ITIL-aligned processes.

The role requires strong Microsoft 365 expertise, excellent English communication, and a proven track record in mentoring Service Desk teams. Flexibility for night/rotational shifts may apply.

Competenze

• 4–6 years of experience in IT Service Desk / IT Support.
• 1–2 years of proven Service Desk Lead / Team Lead experience – Mandatory.
• Strong hands-on Microsoft 365 knowledge.
• Experience managing and mentoring Service Desk teams.
• Good knowledge of ITIL / ITSM, SLA, Incident and Escalation Management.
• Excellent English communication and customer-handling skills.
• ITIL or Microsoft certification is an advantage.

Mansioni

• Lead, mentor and manage the Service Desk team.
• Monitor tickets, SLAs, workload and team performance.
• Handle technical issues, escalations and critical incidents.
• Provide hands‑on support for Microsoft 365 and enterprise applications.
• Manage Incident, Problem, Change and Service Request processes.
• Coordinate with L2/L3 teams for issue resolution.
• Communicate with customers and stakeholders during critical incidents.
• Prepare service reports and drive continuous service improvements.

Conoscenze

Microsoft 365

ITIL/ITSM

Team leadership

Incident management

Escalation handling

Customer communication

Descrizione del lavoro

PeopleLogic is seeking an experienced Service Desk Lead to manage daily IT support operations and lead the Service Desk team for enterprise users. You will handle escalations and ensure effective service delivery, guiding incidents through ITIL-aligned processes.

The role requires strong Microsoft 365 expertise, excellent English communication, and a proven track record in mentoring Service Desk teams. Flexibility for night/rotational shifts may apply.