Service Desk Team Lead: Growth, Recognition & Travel

Offshore Business Processing; Pasig; On-site; PHP 892,800 - 1,339,200; Full time

Benefits offered by this job

HMO on Day 1

Promising perks and rewards

Travel opportunities

Recognition for contributions

Work-life balance

Learning culture/Enhanced learning

Job summary

Offshore Business Processing in Metro Manila seeks an experienced Team Lead for the MSP service desk and IAM operations. You will guide, mentor, and coordinate a team of service desk technicians and Identity and Access Management analysts to deliver reliable, customer-focused support.

The role emphasizes ITIL-aligned incident, request, and change processes, along with performance metrics, coaching, and recruitment support.

Qualifications

• 5+ years of experience in MSP service desk or similar.
• Senior analyst, team lead, or supervisory background.
• Strong ITIL knowledge and customer-facing communication.
• Experience with Microsoft 365, Windows, networking basics.
• Certifications like ITIL Foundation or vendor certs are a plus.
• Proven people management and coaching skills.

Responsibilities

• Lead and manage a team of service desk technicians and IAM analysts.
• Facilitate regular team meetings, coaching, and performance reviews.
• Oversee recruitment, onboarding, and training of new team members.
• Oversee shift schedules and workload to meet demand.
• Promote a positive, customer-focused culture.
• Oversee day-to-day operations to meet SLA/KPI/CSAT targets.
• Escalate complex incidents and coordinate resolutions.
• Ensure ITIL-based incident, request, problem, and change processes.
• Communicate updates to customers and stakeholders.
• Regular service reviews and proactive improvements.

Skills

Team leadership

People management

Customer service

ITIL knowledge

MSP Service Desk

Microsoft 365

Windows

Networking basics

Tools

Ticketing systems

Monitoring tools

RMM platforms

IAM tools

Job description

Offshore Business Processing in Metro Manila seeks an experienced Team Lead for the MSP service desk and IAM operations. You will guide, mentor, and coordinate a team of service desk technicians and Identity and Access Management analysts to deliver reliable, customer-focused support.

The role emphasizes ITIL-aligned incident, request, and change processes, along with performance metrics, coaching, and recruitment support.