Service Desk Team Leader

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

• Improve exponentially with enhanced learning

Job Summary

• HMO on Day 1
• Receive promising perks and rewards
• Experience travel opportunities
• Get recognized for what you do
• Achieve work-life balance
• Improve exponentially with enhanced learning

Responsibilities

Team Leadership & People Management

• Lead, motivate, and manage a team of Service Desk Technicians and Identity and Access Management analysts (Level 12) to achieve operational and service excellence.
• Facilitate regular team meetings, performance reviews, coaching, and development planning.
• Support the recruitment, onboarding, and training of new team members to ensure effective integration and capability growth.
• Oversee shift scheduling, workload distribution, and resource allocation to meet service demand and operational requirements.
• Promote a positive, collaborative, and customer-focused team culture that aligns with organisational values.

Service Delivery & Operations

• Oversee day-to-day service desk operations to ensure SLAs, KPIs, and CSAT targets are consistently achieved.
• Serve as a key escalation point for complex technical incidents and customer concerns, ensuring timely and effective resolution.
• Monitor and manage ticket queues, prioritisation, and incident response to maintain service quality.
• Ensure consistent application of ITIL-based processes (Incident, Request, Problem, Change).
• Maintain clear, professional and effective communication with customers and internal stakeholders.
• Conduct regular meetings and reporting to customers regarding current support trends and opportunities for service enhancement.
• Proactively identify opportunities in customer environments and workflows for improvement

Technical & Escalation Support

• Provide hands-on technical assistance as required to support service continuity and issue resolution.
• Lead and guide the team in troubleshooting across common MSP technologies such as: Microsoft 365 / Azure / Entra ID
• Windows and macOS environments
• Solid Network knowledge (DNS, DHCP, VPNs, switching and firewalls)
• Endpoint management and security tools
• Mobile Devices Apple/Android
• Liaise effectively with third-line support teams, vendors, and technology partners to resolve complex issues and ensure optimal outcomes.

Continuous Improvement

• Identify trends, recurring issues, and opportunities for service improvement.
• Contribute to process refinement, automation, and knowledge base development.
• Ensure documentation and knowledge articles are accurate and up to date.
• Support service reviews and reporting for customers and internal management.

Requirements

Essential

• 5+ Years if Experience
• Demonstrated experience working within an MSP Service Desk environment.
• Previous experience in a senior analyst, team lead, or supervisory role.
• Strong understanding of IT service management (ITIL framework preferred).
• Excellent people management, coaching, and communication skills.
• Proven ability to manage competing priorities in a fast-paced, customer-facing environment.
• Strong customer service focus, maintaining a calm, professional, and solution-oriented approach.

Technical Knowledge

• Microsoft 365 administration and support.
• Windows desktop and server environments.
• Basic networking and security concepts.
• Experience with ticketing systems, monitoring tools, and RMM platforms.

Desirable

• ITIL Foundation certification.
• Microsoft or vendor-specific certifications.
• Experience with service reporting and KPI analysis.
• Exposure to ISO 27001 or similar frameworks.

Personal Attributes

• Strong critical thinking abilities with a process-orientated approach.
• Highly organized, proactive, and attentive to detail.
• Approachable, supportive, and confident leadership style.
• Resilient under pressure with excellent problem-solving capabilities.
• Passionate about developing people and improving service quality.
• Must be willing to work in a fast-paced environment Efficient team member, especially in dynamic situations
• Able to work well independently with limited supervision Full-time positions available
• Amenable to report onsite in either Ortigas, Pasig City / Cubao, Quezon City
• No work schedule preference