Help Desk Technical Lead

2 weeks ago

Eastwood City, Philippines Electrodry Full time ₱1,000,000 - ₱1,200,000 per year

DAY ONE, FULLY COVERED (AND FULLY FED) Enjoy free daily lunch and HMO with medical coverage right from the start.

TECHNO-CODED PERKS – Enjoy these Benefits

  • 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

About the 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.

WHAT YOU'LL DO

  • 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 escalate 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 knowledgebase 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.

THE IDEAL CANDIDATE

  • 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.

MORE THAN JUST A JOB

Headquartered across the Philippines' most dynamic cities in BGC, Eastwood, Taguig, and Cebu, and now expanding internationally with our first overseas office in Sri Lanka, we're building a workplace that puts people first.

Make the most of our 100% virtual recruitment. Apply today

Job Types: Full-time, Permanent

Pay: Php90, Php100,000.00 per month

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Promotion to permanent employee
  • Staff meals provided

Work Location: In person

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