Service Desk Team Lead — 24/7 Onsite Clark

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

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