Service Desk Team Lead

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

Work Arrangement: Onsite in Clark, Pampanga
Work Shift: 2AM - 10AM PHT (Tuesday to Saturday)

About the role:

Leads the client's remote 24/7 service desk team of 4 Technicians, while working as a hands-on member of the team. Roughly 60% - 70% of the role is customer support; 30% - 40% is scheduling, quality review, coaching, and coordination with Innovative’s US dayshift team.

Responsibilities:

• Handling of tickets and incoming calls

• Step into open shifts when someone is out

• Assist other Technicians troubleshoot and decide when to escalate

• Coordinate after-hours critical/P1 incidents

• Build the weekly schedule for the team

• Approve PTO – with 2-4 weeks’ notice, one person off at a time

• Arrange coverage through flex hours, shift swaps, or overtime

• Plan the holiday rotation a year ahead

• Hold 1:1s and performance reviews/discussions

• Onboard and train new Technicians on all applicable platforms (Halo PSA, Datto RMM, IT Glue, etc.)

• Review tickets worked on by the 24/7 team daily for quality control

• Monitor SLAs and report/document metrics (KPIs)

• Keep IT Glue documentation well-maintained

• Operate daily handoffs with the dayshift team

• Work with senior Technicians on escalation cases and root causes for lessons learned to cascade to others

• Suggest and implement process improvements

• Help interview future hires

Requirements:

• 3+ years in IT support (Help Desk or Service Desk)

• 1+ year as a team lead, supervisor, or other senior technician role where you have mentored others

• M365, Windows, AD/Entra ID, basic networking, and device management

• Experience working within a ticketing system and meeting SLA targets

• Excellent spoken and written English skills

• Willingness to work the posted schedule, as well as covering others’ shifts and take on-call shifts where necessary

BENEFITS:

• FREE ACCOMODATION of up to 3 weeks (if relocating)

• 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)

• HMO coverage for employee +1 FREE dependent on the first day of employment

  • +1 additional FREE dependent per successful year of tenure (up to five (5) years)

  • We provide Relocation Salary Loan assistance*

  • Tenure Incentive Program*

• Referral Bonus of up to Php20,000.00*

• ALL government mandated benefits