Service Desk Team Lead

4 weeks ago

San Fernando, Philippines Cloud Decisions Full time

Direct message the job poster from Cloud Decisions Remote | Up to $1,500 USD per month | Long-term contractor We’re working with a fast-growing Cloud Managed Service Provider that delivers innovative cloud, infrastructure, and security solutions to enterprise and mid-market clients across the US. They’re building a brand-new Service Desk team and are looking for an experienced Service Desk Team Lead to help establish operations, define best practices, and lead a small but growing group of Cloud Support Engineers. What You’ll Be Doing Lead, mentor, and develop a team of L1–L2 Cloud Support Engineers. Design and implement service desk workflows , ticketing processes, and escalation paths. Manage incident response and customer escalations to ensure timely, high-quality resolutions. Set and track KPIs/SLAs to maintain exceptional service standards. Collaborate closely with Cloud Delivery and Engineering teams to ensure smooth service delivery. Drive continuous improvement , automation, and process efficiency across the team. Tech Environment You’ll work across a modern cloud and hybrid infrastructure environment including: Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Intune, Endpoint Management) Infrastructure & Systems Windows Server administration and patching Citrix and virtualization technologies Networking & Security Cisco and Palo Alto firewalls VPN, routing, switching, and endpoint protection About You Proven experience leading a Service Desk or Support team , ideally in a Managed Services or Cloud environment. Strong understanding of Azure and M365 . Broad infrastructure and networking knowledge (Windows, Linux, Cisco, Palo Alto). Excellent communicator, organized, and process-driven. Passionate about building high-performing teams and delivering great service. Compensation: Up to $1,500 USD per month (depending on experience) Location: Fully remote Seniority level Mid-Senior level Employment type Full-time Job function Customer Service Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Cloud Decisions by 2x Get notified about new Service Desk Team Lead jobs in Philippines . #J-18808-Ljbffr

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