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Team Lead, Enterprise Service Desk (HC)
Job Location:
Job Location:
Makati City - Philippines
Monthly Salary:
Not provided by the employer
Monthly Salary:
Experience Required:
5years
Experience Required:
Posted:
18 September 2026 (18 hours ago)
Posted:
Application Deadline:
16 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
This is a remote position.
SUMMARY
The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation point supporting Tier 1 & 2 teams actively working tickets and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced troubleshooting and mentoring to other members of the Enterprise Service Desk team while also collaborating with Tier 3 and other SME teams driving timely resolution of client requests and incidents.
The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation point supporting Tier 1 & 2 teams actively working tickets and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced troubleshooting and mentoring to other members of the Enterprise Service Desk team while also collaborating with Tier 3 and other SME teams driving timely resolution of client requests and incidents.
JOB RESPONSIBILITIES
- Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.
- Provide training coaching and real-time assistance to all Service Desk Analysts.
- Identify strengths and weaknesses among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.
- Assist management in QA review processes to improve ticket quality and escalation.
- Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.
- Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.
- Action tickets by performing end-user PC and system troubleshooting and responding to phone email and web requests as needed.
- Develop familiarity with client contracts to understand service levels and obligations.
- Assist in the new hire onboarding process.
QUALIFICATIONS
- Technical certifications and training are a plus.
- ITIL certification or strong knowledge of working practices.
- 5 years of minimum experience in a relevant field.
- Experience within a large service delivery organization is a plus.
- Experience with the ServiceNow ITSM platform.
- Incident request problem change and major incident management experience.
- Strong IT infrastructure desktop and networking experience including but not limited to:
- Microsoft Windows 10 & 11.
- Microsoft Server .
- Microsoft 365 & Intune.
- Entra ID/Active Directory.
- Citrix XenApp.
- Virtualization e.g. VMware Hyper-V Proxmox.
- Cisco Meraki.
- Email security e.g. Proofpoint Mimecast.
- Strong oral and written communication skills with the ability to converse both laterally and vertically.
- Excellent customer service and service management skills.
- High energy friendly with the ability to articulate technical solutions in laymans terms.
- Able to work under pressure prioritize and multitask.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
Required Skills:
IT Infrastructure & End-User Support (Windows 10 & 11 Microsoft Server () Microsoft 365 Intune Active Directory/Entra ID Citrix XenApp VMware/Hyper-V Cisco Meraki) Technical Service Desk or IT Support Role (Level 3 escalation) ITIL Practices and Service Delivery Leadership and Mentoring Ability ITSM Tools (ServiceNow)
