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Service Desk Team Lead

1 week ago

Manila, National Capital Region, Philippines Tbwa ChiatDay Inc Full time
Role Overview
Pacvue is a leading software suite for eCommerce advertising, sales, and intelligence. As the Service Desk Team Lead, you will oversee the daily operations of the IT Service Desk, ensuring efficient resolution of IT-related issues. You will be responsible for developing processes, managing Service Desk related projects, implementing best practices, and supporting an enterprise-wide IT strategy.

About the Company
We help some of the world's largest brands grow their business on Amazon, Walmart, Instacart, and other marketplaces. Our mission is to empower teams to win in the future of eCommerce by building first-to-market technology, solving complex problems with our customers, and bringing expertise, collaboration, and innovation to our work every single day.

Responsibilities:
- Oversee the Service Desk ticketing systems, ensuring prompt triage and resolution of IT application and hardware issues, ensuring adherence to SLAs and KPIs
- Establish and refine IT processes, workflows, and documentation to improve efficiency and effectiveness
- Act as the escalation point for complex IT issues and coordinate with higher-tier support teams when necessary
- Manage and support enterprise applications across Pacvue brands, including Okta, Slack, M365, Atlassian Suite, GitHub, and others
- Partner with the Corporate IT Director to develop and maintain IT policies, procedures, and best practices to support security, compliance, and operational excellence

Required Skills & Qualifications:
- 5+ years of IT support experience, with at least 2+ years in a managerial or leadership role
- Strong knowledge of hosted application support, including Okta, M365, Atlassian Jira/Confluence, Slack, Zoom, and MDM solutions (Intune, Kandji)
- Experience supporting MacOS & Windows 10/11, including OS installation, configuration, and patching
- Proven ability to lead and manage a team in a remote environment, with strong interpersonal and communication skills
- Ability to analyze data, generate reports, and make informed decisions to improve IT service delivery

Benefits:
- Competitive salary of $1250 USD per month with potential annual performance based increases
- Work From Home
- Annual contractor bonuses every December and a comprehensive benefits package including HMO for the contractor and immediate family (spouse and children) after three months
- Sick leave and paid time off after three months
- Maternity/Paternity leave (applicable after six months)
- Internal training
- Opportunities for personal and professional growth within a supportive team environment

What We Offer:
We are committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.