Service Desk Shift Lead
MicroSourcing International
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Benefits offered by this job
Job summary
MicroSourcing in Pasay City is seeking a Service Desk Shift Lead ( SME ) to oversee end-user computing services, desktops, laptops, mobile devices, and software across the organization. You will coordinate IT support teams, ensure security and compliance, and align end-user tech with business needs.
The role emphasizes leadership of the EUCG, mentoring staff, delivering high customer service, meeting SLA/KPI targets, and driving improvements in user experience while maintaining 24x7 support
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 3+ years in IT Systems and Operations / IT Service Delivery, including 2+ years in a supervisory or team lead capacity.
- Proven track record managing 10+ direct reports and supporting an enterprise environment of 1,000+ end users.
- Hands-on experience managing medium-to-large complex accounts, maintaining high client satisfaction, and overseeing IT vendor/outsourcing contracts.
- Strong analytical abilities, sound decision-making under pressure, and experience driving operational SLA/KPI performance.
- Excellent written, verbal, and presentation skills with an ability to communicate effectively across all organizational levels.
- Background in Call Center, BPO, System Integrator (SI), or IT Managed Services environments.
- ITIL or equivalent IT Service Management certification.
Responsibilities
- Oversee the delivery, support, and management of all end-user computing services and technologies within an organization.
- Mentor the IT End-User Computing Group (EUCG) to ensure capability and motivation to provide effective support services.
- Provide 3rd level technical support professionally, efficiently and effectively, maintaining a high degree of customer service.
- Assist end users with requests related to their IT assets and software/hardware troubleshooting.
- Ensure accurate inventory of IT assets and licenses.
- Respond to technical inquiries and resolve hardware/software problems.
- Ensure SLA commitments are met and reported to stakeholders.
- Maintain 24x7 EUCG support coverage.
- Conduct regular EUCG reviews to identify gaps and improve support.
Skills
Education
Job description
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company‑sponsored events and activities.
- Work‑Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
The Service Desk Shift Lead is responsible for overseeing the delivery, support, and management of all end‑user computing services and technologies within an organization. This includes managing desktops, laptops, mobile devices, software, and any other technology used by employees to perform their daily tasks. The role ensures that end users have the tools, support, and resources they need to perform effectively while maintaining security, compliance, and operational efficiency.
This position plays a key leadership role in coordinating IT support teams, driving improvements in user experiences, and ensuring that end‑user technology is aligned with the organization’s needs and goals.
- Oversee the delivery, support, and management of all end‑user computing services and technologies within an organization.
- Managing and mentoring the IT End‑User Computing Group (EUCG), ensuring team members are well‑trained, motivated, and equipped to provide effective support services
- Provide 3rd level technical support professionally, efficiently and effectively, maintaining a high degree of customer service.
- Assist end users with requests related to their IT assets (e.g., issuing new hardware, upgrading software, troubleshooting).
- Ensure accurate inventory of all IT assets (laptops, desktops, software licenses, mobile devices, etc.).
- Respond to technical inquiries from internal and external customers and help them resolve any hardware or software problems.
- Ensure that SLA commitments are met and achieved, including monitoring and reporting of the same to company stakeholders, both internal and external.
- Ensure that the 24x7 IT End-User Computing Group (EUCG) support coverage.
- Ensure that projects and activities are completed as per commitment.
- Conduct regular IT End-User Computing Group (EUCG), review to assess gaps and recommend changes to support the present organizational needs.
- Adhere and comply with the assigned IT Shift Support schedule by the Senior IT Manager and/or IT Manager for End‑User Computing Group (EUCG) in alignment to the business needs of the company.
- Provide assistance to IT peers to help complete IT projects, initiatives and activities and to help resolve IT issues.
- Ensure timely updates are done on documentation that includes but not limited to inventory, process, procedures and operations‑related documents.
- Ensure regular generation, analysis and releasing of reports.
- To arrange for external technical support where problems cannot be resolved in house.
- To maintain user security on all systems as per the company policy.
Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
Complete all necessary training and compliance requirements and professional development opportunities.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 3+ years in IT Systems and Operations / IT Service Delivery, including 2+ years in a supervisory or team lead capacity.
- Proven track record managing 10+ direct reports and supporting an enterprise environment of 1,000+ end users.
- Hands‑on experience managing medium-to-large complex accounts, maintaining high client satisfaction, and overseeing IT vendor/outsourcing contracts.
- Strong analytical abilities, sound decision‑making under pressure, and experience driving operational SLA/KPI performance.
- Excellent written, verbal, and presentation skills with an ability to communicate effectively across all organizational levels.
- Background in Call Center, BPO, System Integrator (SI), or IT Managed Services environments.
- ITIL or equivalent IT Service Management certification.
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
- Terms & conditions apply
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