Service Desk Team Lead (AU Retail, Office-based)

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

Benefits offered by this job

Health Insurance

Paid Vacation and Sick Leave

Competitive salary

Financial Assistance

13th Month Pay

Sleeping Quarters

Fitness Facilities

Company Events

Central Metro Manila Location

Job summary

ConnectOS in Metro Manila is seeking an IT Service Desk Lead to guide a distributed team, ensuring prompt incident handling and high user satisfaction. You will align with stakeholders and manage service quality across locations using ITIL practices.

The role emphasizes strong Microsoft tech knowledge, incident management, and collaboration with vendors, with onsite duty at Mega Tower, Mandaluyong.

Qualifications

• Experience leading an IT service/operational desk across multiple sites.
• Strong customer service and stakeholder management.
• Solid troubleshooting across IT systems and tech.
• Gather, interpret, and document business and technical requirements.
• Able to work independently and in a team.
• Retail technology environment experience is a plus.
• Proficient with Windows 10/11, Microsoft 365, Exchange, AD, Office.
• Familiar with ServiceNow, Salesforce, SharePoint, AD, POS systems.
• Knowledge of wired/wireless networks, VPNs, IP telephony, mobile support.
• Demonstrated leadership, coaching, and performance management.
• Strong organization and communication in a fast-paced setting.

Responsibilities

• Engagement and Incident Management: prioritize incidents and ensure timely resolution.
• Service Management: document actions, use knowledge articles, escalate as needed.
• Service Improvement: identify trends to reduce interruptions; contribute to knowledge base.
• Best Practices: uphold ITIL standards for Incident, Problem, Change Management.
• Leadership: reinforce company values, define roles, provide feedback, development.
• Equipment Operated/Tech Used: work with Windows, Office 365, ServiceNow, AD, AirWatch, VMware, SharePoint.
• Teamwork: collaborate with IT peers and vendors; participate in meetings and training.

Skills

Team Leadership

IT Service Desk

Customer Service

Troubleshooting

Requirements Gathering

Independent Worker

Retail Tech

Microsoft Technologies

Active Directory

Office 365

ServiceNow

Salesforce

SharePoint

POS Systems

Network Support

Coaching

Communication

Tools

ServiceNow

Active Directory

AirWatch

VMware

SharePoint

Windows 10/11

Microsoft 365

Exchange

Office Suite

POS Systems

Job description

Schedule: Monday to Friday (Flexible | Shifting)

Office Location: Mega Tower, Mandaluyong

Work Setup: Onsite (5 days a week)

What are we looking for?

Skills Required

• Proven experience leading an IT Service Desk, Help Desk, or IT Operations team within a multi-site or geographically distributed organization.
• Strong customer service and stakeholder management skills, with a focus on delivering a positive user experience.
• Solid technical support and troubleshooting capabilities across a range of IT systems and technologies.
• Ability to gather, interpret, and document business and technical requirements accurately.
• Capable of working independently while also collaborating effectively within a team-oriented environment.
• Experience supporting retail technology environments is highly advantageous.
• Strong knowledge of Microsoft technologies, including Windows 10/11, Microsoft 365, Exchange, Active Directory, and the Microsoft Office Suite.
• Familiarity with IT service management and business applications such as ServiceNow, Salesforce, SharePoint, Active Directory, and Point-of-Sale (POS) systems is preferred.
• Working knowledge of network support concepts, including wired and wireless connectivity, VPNs, IP telephony, and mobile device support.
• Demonstrated leadership, coaching, and performance management skills, with the ability to guide and develop Service Desk team members.
• Strong organizational, communication, and problem-solving skills with the ability to manage priorities in a fast-paced environment.

Nice To Have

• ITIL Foundation certification or equivalent IT Service Management experience.
• Exposure to SLA/KPI monitoring, incident management, and continuous service improvement initiatives.
• Experience supporting enterprise environments across multiple locations and time zones.

What will you do?

• Engagement and Incident Management: Warmly engage team members, understanding and prioritizing their incidents. Ensure a high level of incidents and requests are addressed efficiently, while maintaining a low average age of incidents.
• Service Management:
  • Response and Resolution: Address incidents and requests based on priority and within set time frames. Document actions clearly in each ticket. Utilize Knowledge Articles for effective troubleshooting before escalating.
  • Service Improvement: Identify trends to reduce service interruptions and minimize impact. Collaborate for problem management. Contribute new procedures to the Knowledge Management System.
  • Best Practices: Uphold ITIL standards in Incident, Problem, and Change Management, aligning with agile methodologies.
• Leadership:
  • Uphold company values.
  • Role Clarity and Feedback: Clarify role responsibilities. Regularly document and review performance expectations. Provide and seek feedback.
  • Personal Development: Identify personal development needs and engage in development activities. Lead or participate in change initiatives.
• Equipment Operated/Technology Used:
  • Tools and Technologies: Proficient in Microsoft Windows, Office 365, ServiceNow, Active Directory, AirWatch, VMware, SharePoint, and other relevant Information and Communication Technologies.
• Other duties as assigned.

Teamwork And Relationships

• Work with other IT team members to achieve the common goals of the team.
• Establish and maintain strong working relationships with other team members.
• Work closely with third party vendors and support personnel
• Attend to scheduled meetings, training sessions and group activities.
• Foster good communication with your workplace colleagues
• Promote collaborative teamwork while demonstrating a positive can-do attitude.
• Bolster IT's reputation by building relationships with our customers and increasing their confidence and trust in us.
• Work and liaise with people from a diverse range of multicultural background

Join the awesome team and enjoy these benefits & perks:

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

#ConnectOSCareers #JoinConnectOS #ConnectOSTech

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.