Salary : 55,000 - 65,000
Onsite work set up only - Ortigas and Pasig
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 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
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
