IT Service Desk & UEM Lead

IT Service Desk & UEM Lead

Work Setup: Full Onsite – Makati City
Shift: Morning Shift

Job Summary

We are looking for an experienced IT Service Desk & UEM Lead to oversee daily Service Desk operations and manage our Unified Endpoint Management (UEM) environment. The role will ensure efficient IT support delivery, SLA compliance, timely issue resolution, and effective deployment of software and system updates.

Key Responsibilities

• Oversee daily Service Desk operations and handle escalated technical issues.

• Monitor SLA compliance, response times, and resolution times.

• Provide technical guidance and support to Helpdesk team members.

• Troubleshoot hardware, software, and network-related issues.

• Manage endpoint devices, software deployment, and OS imaging.

• Perform and coordinate software patch deployment and system updates.

• Maintain the health and performance of the UEM environment.

• Prepare technical documentation, knowledge base articles, and operational reports.

• Coordinate IT projects, deployments, and system rollouts.

• Provide Level 3 technical support for UEM-related concerns.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• At least 3–5 years of experience in IT Service Desk, Desktop Support, or IT Infrastructure Support.

• Experience in handling technical escalations and Service Desk operations.

• Knowledge of ITIL, incident management, and SLA monitoring.

• Hands-on experience with UEM, SCCM/MECM, or Microsoft Intune.

• Experience in OS deployment, software distribution, and patch management.

• Strong troubleshooting, analytical, and problem-solving skills.

• Good communication and team coordination skills.