Technical Lead - Service Desk

Hammerjack Pty Ltd; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a seasoned IT Service Desk specialist to act as Tier 3 escalation for critical incidents and lead bridging for P1/P2 events.

You will perform in-depth root-cause analysis, drive permanent fixes, and collaborate with global engineering teams to reduce recurring tickets through automation and self-service, while guiding Service Desk analysts and maintaining thorough documentation.

Qualifications

• 4-6+ years in IT Service Desk or Technical Support.
• 2-3 years in supervisory, SME, or technical lead capacity.
• ITIL incident, problem, escalation management including P1/P2 bridge leadership.
• Hands-on troubleshooting across Windows, Microsoft 365, Active Directory, authentication, networking, infrastructure, and cloud services.
• Proficiency with ServiceNow or a comparable ITSM platform with strong documentation and knowledge-management skills.
• Excellent stakeholder communication and client-facing presentation skills across global teams and vendors.

Responsibilities

• Act as Tier 3 escalation point for critical incidents.
• Lead troubleshooting bridges for Priority 1 and Priority 2 incidents and coordinate timely technical resolution.
• Perform in-depth Root Cause Analysis and problem management, and implement permanent corrective actions for recurring incidents.
• Drive resolution of infrastructure, authentication, networking, and cloud-related issues.
• Collaborate with engineering teams to reduce repetitive tickets through automation, self-service, and shift-left solutions.
• Provide technical guidance and troubleshooting support to Service Desk analysts, while driving knowledge sharing and technical excellence.
• Participate in client and stakeholder governance meetings and present technical findings to leadership.
• Participate in Service Reviews and Change Advisory Board meetings.
• Support audits, compliance reviews, access certification, and related evidence requirements.
• Maintain accurate technical documentation, Standard Operating Procedures, knowledge articles, and architecture diagrams.
• Coordinate technical activities with global teams and external vendors.
• Report to the Service Delivery Manager and support service-quality, operational-stability, and continuous- improvement objectives.

Skills

ITIL incident management

Root Cause Analysis

ServiceNow ITSM

Stakeholder communication

Team leadership

Windows & Microsoft 365

Tools

Active Directory

Windows

Microsoft 365

Networking

Cloud services

Job description

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

• 4-6+ years of IT Service Desk or Technical Support experience, including 2-3 years in a supervisory, SME, or technical lead capacity.
• Strong ITIL-based incident, problem, and escalation management experience, including P1/P2 bridge leadership and Root Cause Analysis.
• Hands-on troubleshooting across Windows, Microsoft 365, Active Directory, authentication, networking, infrastructure, and cloud services.
• Proficiency with ServiceNow or a comparable ITSM platform, supported by strong technical documentation and knowledge-management skills.
• Excellent stakeholder communication, client-facing presentation, team guidance, and coordination skills across global teams and vendors.

Good-to-Have

• Experience supporting enterprise environments and global customers.
• BFSI environment experience.
• Exposure to automation, self-service, shift-left, and ticket-reduction initiatives.
• Experience supporting audits, compliance reviews, access certification, Service Reviews, and CAB meetings.

SN Responsibility of / Expectations from the Role

• 1 Act as the Tier 3 technical escalation point for critical and complex incidents.
• 2 Lead troubleshooting bridges for Priority 1 and Priority 2 incidents and coordinate timely technical resolution.
• 3 Perform in-depth Root Cause Analysis and problem management, and implement permanent corrective actions for recurring incidents.
• 4 Drive resolution of infrastructure, authentication, networking, and cloud-related issues.
• 5 Collaborate with engineering teams to reduce repetitive tickets through automation, self-service, and shift-left solutions.
• 6 Provide technical guidance and troubleshooting support to Service Desk analysts, while driving knowledge sharing and technical excellence.
• 7 Participate in client and stakeholder governance meetings and present technical findings to leadership.
• 8 Participate in Service Reviews and Change Advisory Board meetings.
• 9 Support audits, compliance reviews, access certification, and related evidence requirements.
• 10 Maintain accurate technical documentation, Standard Operating Procedures, knowledge articles, and architecture diagrams.
• 11 Coordinate technical activities with global teams and external vendors.
• 12 Report to the Service Delivery Manager and support service-quality, operational-stability, and continuous- improvement objectives.