Service Desk Team Lead

Technology Elite, Inc.; Mabalacat; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Free accommodation up to 3 weeks

21 days PTO annually + 1 additional P2

HMO coverage for employee + 1 depend.

Relocation salary loan assistance

Tenure incentive program

Referral bonus Php20,000

Job summary

Technology Elite, Inc. is seeking a hands-on IT Service Desk Lead for our onsite Clark, Pampanga facility. You will supervise a 24/7 remote team of 4 technicians, with 60-70% focused on customer support and 30-40% on scheduling, quality review, coaching, and coordinating with the US dayshift.

Strong emphasis on SLA adherence and process improvements. You will onboard/train staff on Halo PSA, Datto RMM, IT Glue, and related tools; conduct reviews and 1:1s; and participate in interviews for future

Qualifications

• 3+ years in IT support
• 1+ year as a team lead or senior technician
• M365, Windows, AD/Entra ID, basic networking, and device management
• Experience in ticketing system and meeting SLA targets
• Excellent spoken and written English skills
• Willingness to work posted schedule and on-call shifts

Responsibilities

• Lead the 24/7 remote service desk team of 4 technicians.
• Manage scheduling, quality review, and coaching.
• Coordinate with US dayshift team for escalation and handoffs.
• Maintain SLAs and monitor KPIs.
• Onboard and train new technicians on supported platforms.
• Review tickets and ensure quality control across shifts.
• Assist with hiring interviews and recruitment.

Skills

Team leadership

English communication

IT support

Shift scheduling

SLA awareness

Education

Industry experience

Tools

M365

Windows

AD/Entra ID

Networking basics

Device management

Job description

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

Work Arrangement: Onsite in Clark, Pampanga
Work Shift: 2AM - 10AM PHT (Tuesday to Saturday)

About the role:

Leads the client's remote 24/7 service desk team of 4 Technicians, while working as a hands-on member of the team. Roughly 60% - 70% of the role is customer support; 30% - 40% is scheduling, quality review, coaching, and coordination with Innovative’s US dayshift team.

Responsibilities:

• Handling of tickets and incoming calls

• Step into open shifts when someone is out

• Assist other Technicians troubleshoot and decide when to escalation

• Coordinate after-hours critical/P1 incidents

• Build the weekly schedule for the team

• Approve PTO – with 2-4 weeks’ notice, one person off at a time

• Arrange coverage through flex hours, shift swaps, or overtime

• Plan the holiday rotation a year ahead

• Hold 1:1s and performance reviews/discussions

• Onboard and train new Technicians on all applicable platforms (Halo PSA, Datto RMM, IT Glue, etc.)

• Review tickets worked on by the 24/7 team daily for quality control

• Monitor SLAs and report/document metrics (KPIs)

• Keep IT Glue documentation well-maintained

• Operate daily handoffs with the dayshift team

• Work with senior Technicians on escalation cases and root causes for lessons learned to cascade to others

• Suggest and implement process improvements

• Help interview future hires

Requirements:

• 3+ years in IT support (Help Desk or Service Desk)

• 1+ year as a team lead, supervisor, or other senior technician role where you have mentored others

• M365, Windows, AD/Entra ID, basic networking, and device management

• Experience working within a ticketing system and meeting SLA targets

• Excellent spoken and written English skills

• Willingness to work the posted schedule, as well as covering others’ shifts and take on-call shifts where necessary

BENEFITS:

• FREE ACCOMODATION of up to 3 weeks (if relocating)

• 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)

• HMO coverage for employee +1 FREE dependent on the first day of employment

  • +1 additional FREE dependent per successful year of tenure (up to five (5) years)

  • We provide Relocation Salary Loan assistance*

  • Tenure Incentive Program*

• Referral Bonus of up to Php20,000.00*

• ALL government mandated benefits