Help Desk Technical Lead

15 hours ago

Quezon City, Philippines TECHNOGLOBAL TEAM, INC. Full time

WE’VE GOT YOU COVERED Dependable HMO and free lunch daily – so you can save more and stress less. #WeAreTGT: Great Place to Work® Certified™ Health & Wellbeing: HMO from Day 1 (with dependent & dental coverage), psychiatric & medicine support, flu shots, life insurance Rewards & Recognition: 24 PTOs (with conversion), annual appraisals, awards, referral programs, company events Growth & Perks: Free daily meals & treats, career development, certifications, overseas training, vibrant office culture Vibrant City Location: Work in BGC/Alabang/Eastwood IDEAL CANDIDATE PROFILE 7+ years in a managed service or help desk environment in after-hours or shift leadership roles. Proven technical support background (Tier 1 / Tier 2) with hands‑on troubleshooting of desktop hardware, OS, network, email, common applications. Familiarity with Microsoft Windows (Windows 10/11/Server), macOS , Active Directory / Entra ID, VPN, ticketing systems (Jira , etc.). Certifications such as ITIL Foundation, CompTIA A+/Network+ , Microsoft Certified: Modern Desktop Administrator or equivalent. Experience implementing SOPs and KB maintenance to standardize support workflows. Basic knowledge of cloud platforms (Azure, Microsoft 365 ), remote support tools, and ticketing platform admin. Demonstrated leadership/mentorship skills, with ability to maintain team morale and performance in non‑business hours. Strong written and verbal communication skills; capable of crafting shift summaries, incident reports, and documentation. YOUR IMPACT STARTS HERE Supervise and coordinate after‑hours help desk staff (evenings, nights, weekends) to ensure timely ticket resolution via phone, email, or chat. Serve as escalation point for Tier 1/Tier 2 issues, troubleshoot complex incidents, and elevate to higher‑level teams as needed. Monitor key metrics (FCR, SLA compliance, response/resolution times, ticket volume) and drive process improvements. Review tickets, calls, and knowledge‑base entries to ensure consistent support quality. Mentor team members through technical guidance, coaching, and career support; maintain proper staffing levels per shift. Report shift performance, major incidents, and service issues to IT leadership. Prepare KPI and incident reports regularly. Update SOPs, refine escalation flows, and improve after‑hours workflows. Support incident management during major service disruptions. #WeAreTGT: Great Place to Work® Certified™ TGT’s has branches in BGC, Alabang, Eastwood, and Cebu that are all vibrant locations with plenty to offer. If you're looking for a dynamic career opportunity with a great company culture, this is the perfect role for you Make the most of our 100% virtual recruitment. Apply today #J-18808-Ljbffr

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