Service Desk Lead - Onsite (ASAP start)
enablesGROUP
Get a reply from this employer
Your resume and cover letter, tailored to exactly what they’re hiring for.
Benefits offered by this job
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
Education
Tools
Job description
Since 2016, enablesGROUP has been on a mission: to deliver high-quality operations and outsourcing services to every client, big or small.
Fast forward to 2026, we’ve grown our global footprint to serve 100+ clients and expanded into 4 key industries. At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success. Check us out at www.enablesgroup.com.
At enablesGROUP, you’re not just joining a company – you’re joining a community that values growth, learning, and success.
We have market leading engagement scores and invest heavily in your Learning and Development, with a specific focus on enhancing your ability to leverage AI in your daily tasks.
Comprehensive health and life insurance starting Day 1, covering 2 eligible dependents.
20 leave credits for vacation and emergency.
Endless opportunities for career advancement with annual performance reviews and salary increases.
Company-provided laptop to set you up for success.
Convenient office location in Pasig, at the heart of Manila, accessible to all.
Loyalty rewards: Employees celebrating 5 years could receive a profit-sharing scheme.
In-house learning & development programs with access to the latest in AI and technology.
Job Title: Service Desk Lead
Location: Ortigas, Pasig, PH
Work Schedule: Mostly standard day shift/Shifting as required (Full Onsite)
enablesGROUP is seeking a proactive, data-driven Service Desk Lead to manage daily IT support, guide the support team, and resolve complex technical issues at Tier 2/3. enablesGROUP IT provides managed IT services as a managed service provider (MSP) to clients in Australia (AU), the United Kingdom (UK), the United States (US), and other countries globally. This JD applies to all countries and clients we service. The Service Desk
Lead oversees service targets and customer satisfaction (CSAT), applies IT service management (ITSM) practices aligned with ITIL, coordinates IT changes and service desk projects, and provides clear reports to the IT Associate Director.
The role manages enablesGROUP’s Halo ITSM platform and helps manage client-owned ticketing platforms where agreed with each client. Support must follow each client’s service level agreements (SLAs), support hours, time zones, security requirements, and escalation and approval processes.
In addition to managed IT services for clients, the Service Desk Lead supports internal IT operations across all enablesGROUP offices in the Philippines (PH) and other countries. Coordinate day-to-day office IT support, employee onboarding and offboarding, and employee role or location changes with HR, managers, local office contacts, and technical teams.
Service Targets: Monitor and report on first response time (FRT), resolution time (MTTR), and ticket volume trends.
Workload Management: Use Halo ITSM and applicable client-owned ticketing platforms to assign tickets fairly, monitor queues, and address delays or workload bottlenecks across supported clients and countries.
Ticket Quality: Review tickets weekly to check that notes are clear, security procedures are followed, and customer communication is professional.
Team Coaching: Give constructive feedback, identify training needs, and keep the IT Associate Director informed of team support needs.
Service Reports: Prepare weekly and monthly reports using Halo ITSM and applicable client ticketing data. Show ticket trends, recurring issues, and performance against each client’s SLAs.
Support Planning: Use ticket trends, agreed client support hours, and time zones to plan team schedules and cross-region handovers. Recommend staffing or automation improvements.
Customer Satisfaction: Track CSAT scores, follow up promptly on negative feedback, and coordinate actions to resolve customer concerns.
Technical Escalations: Act as the final internal service desk escalation point for complex endpoint, Microsoft 365, networking, VoIP, on-premises server, Active Directory, and IT appliance issues. Engage infrastructure specialists or vendors when resolution falls outside the service desk’s access, expertise, or agreed support scope.
Vendor Escalations: Coordinate with third-party providers to resolve issues with externally managed software and applications. Keep users informed until resolution.
Infrastructure Coordination: Work with the infrastructure team on Azure/Intune deployments and FortiGate connectivity issues.
Employee Onboarding, Changes & Offboarding: Coordinate IT setup and access changes for enablesGROUP employees across all offices and for client users within the agreed service scope. Follow approved HR or manager requests, agreed timelines, and security requirements. Oversee user membership in the required Azure/Intune groups to support device enrollment and access.
Onboarding: Coordinate account creation, approved application and group access, device preparation and enrollment, equipment assignment, and IT orientation. Confirm the user has the required working setup by the agreed start date.
Employee Changes: Update access, group membership, equipment assignments, and support records for role changes, transfers, or office moves. Obtain required approvals and remove access that is no longer needed.
Offboarding: Coordinate timely account disabling and access removal, equipment return, and updates to asset and support records. Arrange approved data handover and retention with HR, managers, and technical teams. Record completion and elevate missing equipment or outstanding actions.
VoIP and Telephony: Support voice over IP (VoIP) phone systems, user accounts, extensions, handsets, and call-related issues within the agreed service scope. Coordinate with network teams and telephony providers to resolve outages and call-quality problems.
On-Premises Servers and Active Directory (AD): Support on-premises servers and Active Directory, including user and group administration, access permissions, and Group Policy troubleshooting. Monitor server health, follow approved maintenance procedures, and coordinate complex issues, backups, and recovery activities with infrastructure teams.
On-Premises IT Appliances: Support biometric attendance or access-control devices and other agreed on-site IT appliances. Coordinate connectivity, device configuration, troubleshooting, and vendor repairs with client contacts and technical teams. Follow client security, privacy, and access requirements when handling biometric systems.
Endpoint Compliance: Use Bitdefender and Microsoft Intune reports to monitor device patching and encryption. Follow up on gaps with the responsible teams.
Audit Readiness: Maintain accurate records for cybersecurity audits, including user access and identity management activities.
Incident Management: Ensure service interruptions are logged, prioritized by business impact and urgency, assigned, and followed through to resolution in Halo ITSM or the client’s designated ticketing platform. Coordinate technical teams and provide updates during major incidents.
Service Request Management: Manage routine requests, such as access, software, and equipment. Ensure required approvals are obtained and users receive progress updates.
Problem Management: Identify recurring issues, coordinate root-cause investigations, document workarounds, and track permanent fixes with technical teams.
Knowledge Management: Maintain easy-to-follow support guides and knowledge articles. Encourage the team and users to reuse proven solutions.
Halo ITSM Maintenance: Maintain ticket categories, priorities, queues, assignment rules, templates, and service request forms. Review settings regularly with the IT Associate Director to keep the system organized and aligned with support needs.
Knowledge Base (KB) Management in Halo: Organize and maintain knowledge articles in Halo ITSM. Assign article owners, review content for accuracy, update outdated guides, remove duplicate content, and ensure articles are available to the right users.
Halo Workflow Management: Maintain ticket routing, approval steps, notifications, escalation rules, and agreed automations. Review workflows with the team to remove unnecessary steps and improve consistency.
Testing and Support for Halo Updates: Test changes to settings and workflows before rollout, obtain required approvals, document updates, and train the team. Coordinate system issues with the Halo support provider and track them through to resolution.
Client Ticketing Platform Management: Help manage client-owned ticketing systems within the agreed service scope and authorized access. Maintain queues, categories, routing rules, workflows, knowledge articles, and reports as agreed with the client. Obtain client approval for changes, coordinate with client administrators or vendors, and keep ticket ownership, updates, and handovers clear when work involves more than one platform.
Continual Improvement: Use ticket trends, customer feedback, and service reviews to identify improvements. Agree priorities with the IT Associate Director and track actions through to completion.
Plan and Record Changes: Ensure IT changes are recorded in Halo ITSM or the client’s designated system with a clear purpose, business impact, risks, implementation steps, testing, and rollback plan.
Coordinate Approval and Scheduling: Obtain approval from the designated change authority before work starts. Coordinate timing with technical teams and stakeholders, communicate expected disruption, and follow the agreed emergency-change process when urgent action is needed.
Review and Close Changes: Confirm the change worked as intended, record results and any issues, and capture lessons learned. Escalate failed changes and coordinate recovery where required.
Plan Assigned Projects: Lead or coordinate service desk projects, such as tool improvements, onboarding changes, or support rollouts. Agree scope, deliverables, owners, milestones, and completion criteria with the IT Associate Director.
Track Delivery: Maintain a clear task plan, report progress, and elevate risks, blockers, or scope changes early. Coordinate with technical teams, vendors, and stakeholders without compromising daily support coverage.
Prepare for Go-Live and Handover: Coordinate testing, required change approvals, user communication, support documentation, and team training. Confirm acceptance with the agreed owner and hand over ongoing support before closing the project.
Experience: At least 5 years in IT support, including at least 2 years in a lead or supervisory role with responsibility for service reporting.
Reporting Skills: Turn data from Halo ITSM and applicable client-owned ticketing platforms into clear service reports, dashboards, and management summaries.
Technical Proficiencies — Expert Level: Halo ITSM ticket management, analytics and dashboards; Microsoft Intune; and the Microsoft 365 admin center.
Reporting Tools: Advanced skills in Power BI or Excel, including pivot tables and data visualization.
Networking: Strong understanding of TCP/IP, DNS, and FortiGate firewall concepts.
Additional Technical Skills: Practical experience supporting VoIP systems, on premises servers, Active Directory users and groups, permissions, and Group Policy. Ability to troubleshoot biometric devices and other on-premises IT appliances, working with specialist teams and vendors as needed.
ITSM and ITIL: Practical experience applying incident, service request, problem, change, and knowledge management practices.
Multi-Client Service Delivery: Ability to support an MSP environment across multiple countries, adapt to client-owned ticketing platforms, and coordinate work across time zones while following each client’s agreed processes.
Project and Change Coordination: Experience planning support improvements, tracking delivery, coordinating approvals, and handing completed work over to support teams.
Leadership and Communication: Strong team leadership, time management, coaching, and clear communication with technical teams, users, and clients.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
