Service Desk Team Leader

Offshore Business Processing Inc.; Quezon City; On-site; PHP 613,800 - 725,400; Full time

Benefits offered by this job

HMO on Day 1

Promising perks and rewards

Experience travel opportunities

Recognition for achievements

Work-life balance

Enhanced learning opportunities

Job summary

A business process outsourcing company is seeking a Service Desk Team Leader to lead a dynamic IT support team. The ideal candidate will have over 5 years of experience in a service desk environment and strong IT service management skills. Responsibilities include leading a team of technicians, overseeing service desk operations, and maintaining excellent customer service standards. This role promises competitive perks, growth opportunities, and requires onsite presence in Quezon City.

Qualifications

• 5+ years of experience in an MSP service desk environment.
• Strong understanding of ITIL framework preferred.
• Proven ability to manage competing priorities.

Responsibilities

• Lead and manage a team of Service Desk Technicians.
• Oversee day-to-day service desk operations.
• Support recruitment, onboarding, and training of new team members.

Skills

Team leadership

Customer service focus

IT service management

Time management

Communication skills

Tools

Microsoft 365

Ticketing systems

Monitoring tools

RMM platforms

Job description

Lead a dynamic IT team! Join OBP as a Service Desk Team Leader, drive results, mentor your team, and help shape the future of IT support.

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

Salary : 55,000 - 65,000

• Lead, motivate, and manage a team of Service Desk Technicians and Identity and Access Management analysts (Level 1–2) 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
• 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
• Liaise effectively with third‑line support teams, vendors, and technology partners to resolve complex issues and ensure optimal outcomes.
• 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

• 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.
• 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