Lead Help Desk Analyst

Shift is flexible, but the role requires 4-6 hours of daily overlap with the U.S. team, which typically means working overnight hours in the Philippines

Must Haves:

• 3-7 years of Help Desk, Service Desk, Desktop Support, or Tech Bar experience
• Level 1 and Level 2 troubleshooting experience with exposure to Level 3 issues
• Strong customer service and end-user support skills
• Experience supporting hardware, software, and account-related issues
• Strong communication and collaboration skills
• Experience working directly with end users in a professional environment
• Ability to work U.S.-aligned hours with 4-6 hours of overlap
• Located in or near Manila, Philippines

Plusses:

• Previous lead, mentoring, or team lead experience
• Jamf experience
• Intune experience
• Jira and Confluence experience
• Experience supporting a global workforce
• Geek Squad or similar high-volume support environment experience
• Additional language capabilities

Day to Day:

• Provide Level 1, Level 2, and occasional Level 3 support for global employees
• Resolve hardware, software, account access, password reset, and device issues
• Collaborate with Global Tech Bar, Desktop Engineering, IM, and other support teams
• Manage laptop deployments, refreshes, and inventory for Philippines-based employees
• Coordinate device shipping and hardware logistics
• Serve as the primary Philippines-based support resource
• Assist in establishing and supporting SPS's future Manila office/coworking location
• Opportunity to mentor future Philippines-based resources and grow into a management path long term.