Service Desk Supervisor

Premier BPO Inc.; Quezon City; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Premier BPO Inc. is seeking a Service Desk Supervisor in Metro Manila to lead a team delivering high-quality IT support. You will mentor staff, manage escalations, and ensure rapid resolution of hardware, software, and network issues across Windows, macOS, iOS, and Android environments.

You will oversee Active Directory, VPN, and 365/Azure management, monitor SLAs, and drive service improvements while maintaining documentation and collaboration with other IT groups.

Qualifications

• Bachelor’s or Associate’s degree in IT, CS, or a related field.
• 5+ years in IT Support/Service Desk with at least 3 years in leadership.
• Strong knowledge of Microsoft environments (Server, M365, Azure AD, Intune, Exchange).
• Experience with network protocols, VPNs, virtualization, and cybersecurity tools.
• Proficiency with RMM tools and ticketing systems.

Responsibilities

• Lead and mentor the Service Desk team, acting as the main escalation point for complex technical issues.
• Oversee timely resolution of Tier 2 hardware, software, and network incidents through ticketing systems.
• Manage onboarding/offboarding processes, including user account provisioning, device setup, and system configuration.
• Supervise deployment, maintenance, and lifecycle management of devices (Windows, macOS, iOS, Android).
• Support and troubleshoot Microsoft Server, Active Directory, DNS, DHCP, and VPN environments.
• Administer and support Microsoft 365, Exchange, and Azure/Intune device management.
• Monitor performance metrics (SLAs, resolution times, client satisfaction) and drive process improvements.
• Maintain documentation of procedures, configurations, and resolutions to enhance knowledge sharing.
• Collaborate with other IT and business teams to support projects, upgrades, and infrastructure changes.
• Conduct training and coaching sessions to build team capability and improve overall productivity.
• Ensure compliance with IT policies, cybersecurity practices, and operational standards.

Skills

Leadership

Troubleshooting

Communication

Documentation

Multitasking

Cybersecurity

Education

Bachelor's or Associate's degree in IT/CS

Tools

RMM tools

Ticketing systems

Job description

Overview:

We are looking for a skilled and experienced Service Desk Supervisor to manage day-to-day IT support operations and lead a team of Service Desk professionals in providing high-quality technical assistance to clients. The ideal candidate will combine hands-on technical expertise with strong leadership and communication skills to ensure service excellence and continuous improvement.

Key Responsibilities:

• Lead and mentor the Service Desk team, acting as the main escalation point for complex technical issues.

• Oversee timely resolution of Tier 2 hardware, software, and network incidents through ticketing systems.

• Manage onboarding/offboarding processes, including user account provisioning, device setup, and system configuration.

• Supervise deployment, maintenance, and lifecycle management of devices (Windows, macOS, iOS, Android).

• Support and troubleshoot Microsoft Server, Active Directory, DNS, DHCP, and VPN environments.

• Administer and support Microsoft 365, Exchange, and Azure/Intune device management.

• Monitor performance metrics (SLAs, resolution times, client satisfaction) and drive process improvements.

• Maintain documentation of procedures, configurations, and resolutions to enhance knowledge sharing.

• Collaborate with other IT and business teams to support projects, upgrades, and infrastructure changes.

• Conduct training and coaching sessions to build team capability and improve overall productivity.

• Ensure compliance with IT policies, cybersecurity practices, and operational standards.

Qualifications:

• Bachelor’s or Associate’s degree in IT, Computer Science, or a related field (preferred).

• Minimum 5 years of experience in IT Support/Service Desk, with at least 3 years in a leadership or supervisory role.

• Strong technical knowledge of Microsoft environments (Server, M365, Azure AD, Intune, Exchange).

• Experience with network protocols, VPNs, virtualization (VMware, Citrix), and cybersecurity tools.

• Proficiency with RMM tools and ticketing systems.

Skills & Competencies:

• Excellent troubleshooting and problem-solving skills across workstations, servers, and networks.

• Strong leadership, mentoring, and team management abilities.

• Outstanding communication and documentation skills, with a customer-focused mindset.

• Ability to manage multiple priorities in fast-paced, dynamic environments.

• Analytical and process-oriented approach to improving service performance.