IT Service Desk Lead

3 weeks ago


Pasig, National Capital Region, Philippines Atticus Advisory Solutions Inc Full time

Role Description: We are seeking an experienced IT Service Desk Lead to manage the service desk team and provide technical support to internal and external customers. As a Service Desk Lead, you will be responsible for overseeing IT service management and help desk support.


Key Responsibilities:



  • Manage the service desk team and provide technical support to internal and external customers.
  • Oversee IT service management and help desk support.
  • Improve Service Desk Operations and Processes.
  • Meet compliance requirements and build a team that delivers the best IT experience.

Requirements:



  • Experience in Service Desk Management and IT Service Management.
  • A minimum of 5 years of responsible leadership experience in management or supervisory positions.
  • Minimum of 15 years of experience in IT environments.
  • Managed Services Experience is a must.
  • Strong technical support, help desk, and troubleshooting skills.
  • Experience managing a team of technical support professionals.
  • Excellent communication and interpersonal skills.
  • Security Mindset.
  • Technical Skills Required:

    • Hands-on experience with Hypervisors, M365, Azure, AWS, Microsoft Server, MS SQL, MS Exchange, Remote Desktop Environments, Network Firewalls, VoIP, Wireless Controllers, Layer 3 switches, Identity Management (Entra ID, OKTA), Technical Scope of Work Preparation, Connectwise, Connectwise Automate, RMM and other MSP tools.

Working Conditions:



  • Supervise and Manage Service Desk.
  • Supervise a minimum of 6- 8 full-time technical department team members.
  • Manage technical department budgets according to company goals.
  • Exercise discretion and independent judgment in all aspects of technical department operations.
  • Works under minimal supervision or a supervision as needed basis.

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