IT Service Desk Lead

TGT is looking for a Service Desk Lead to lead and mentor staffs and maintain operational excellence and customer satisfaction across the after-hours support window.

TECHNO-CODED PERKS – Enjoy these Benefits

• Comprehensive day 1 HMO including 10K medical reimbursement
• Additional HMO coverage for your dependent + dental coverage
• Free lunch meals, plus Monday breakfasts and Friday treats
• 24 Paid Time-Offs (with Annual leave conversion)
• Continuous career development & certifications
• Comprehensive life insurance coverage
• Travel & training opportunities overseas
• Annual appraisal based on merits
• Regular engaging company events
• Regular awards and recognitions
• Free annual Flu vaccinations
• Employee referral programs
• Accessible office sites – BGC, Eastwood and Alabang

ABOUT YOUR KEY ROLE

As the After-Hours Help Desk Lead, you will manage our overnight/weekend support desk—leading and mentoring staff, ensuring ticket SLAs are met, resolving escalations, and communicating key issues to IT leadership. You'll champion smooth, reliable service delivery outside standard hours while driving continuous improvement in processes, reporting, and support quality.

• Supervise and coordinate help desk staff during after-hours shifts (evening, night, weekends), ensuring timely response and resolution of tickets via phone, email, or chat.
• Act as escalation point for Tier 1/Tier 2 issues; troubleshoot complex incidents and escalate appropriately to higher-level teams.
• Monitor performance metrics (First Call Resolution, SLA adherence, time-to-response/resolution, ticket volume) and drive continuous process improvements.
• Conduct quality assurance: review ticket documentation, call recordings, and knowledgebase entries to uphold support consistency.
• Mentor and coach team members—provide technical guidance, support career development, and maintain staffing levels per shift.
• Communicate shift performance, major incidents, and service issues to IT leadership in real time. Draft routine reports summarizing KPIs and incidents.
• Update and maintain Standard Operating Procedures for after-hours processes; refine incident escalation flow and team workflows.
• Participate in incident management and major disruption coordination when high-impact events occur.

What you'll bring in:

• 2+ years in a managed service or help desk environment; previous experience during 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.).
• 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.
• 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.

By joining our team, you'll find opportunities to expand your technical knowledge and refine your problem-solving abilities. Apply now and unlock your potential in a company that values your ambitions and rewards your achievements.

Job Types: Full-time, Permanent

Pay: Php70, Php90,000.00 per month

Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee
• Staff meals provided

Application Question(s):

• Would you be open to work a 10x4 schedule?

Experience:

• IT Team Lead: 7 years (Required)

Work Location: In person