Service Desk Specialist

PeopleLogic; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

PeopleLogic in the Philippines is seeking an experienced Service Desk Lead to manage daily IT support operations and lead the Service Desk team to deliver reliable service for enterprise users.

The role emphasizes mentoring staff, handling escalations, and ensuring adherence to ITIL/ITSM, SLAs and incident management, while providing hands-on Microsoft 365 support and clear, proactive communication with stakeholders.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Service Desk Lead

Microsoft 365

ITIL/ITSM

Team Mentoring

Customer Communication

Job description

We are looking for an experienced Service Desk Lead to manage daily IT support operations, lead the Service Desk team, handle escalations, and ensure effective service delivery for enterprise users.

Key Responsibilities

• 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.

Requirements

• 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.