Lead a dynamic IT team! Join OBP as a Service Desk Team Leader, drive results, mentor your team, and help shape the future of IT support. Apply today!
Job Summary
HMO on Day 1
Receive promising perks and rewards
Experience travel opportunities
Get recognized for what you do
Achieve work-life balance
Improve exponentially with enhanced learning
Responsibilities
Salary : 55,000 - 65,000
Team Leadership & People Management
Lead, motivate, and manage a team of Service Desk Technicians and Identity and Access Management analysts (Level 1–2) to achieve operational and service excellence.
Facilitate regular team meetings, performance reviews, coaching, and development planning.
Support the recruitment, onboarding, and training of new team members to ensure effective integration and capability growth.
Oversee shift scheduling, workload distribution, and resource allocation to meet service demand and operational requirements.
Promote a positive, collaborative, and customer-focused team culture that aligns with organisational values.
Service Delivery & Operations
Oversee day-to-day service desk operations to ensure SLAs, KPIs, and CSAT targets are consistently achieved.
Serve as a key escalation point for complex technical incidents and customer concerns, ensuring timely and effective resolution.
Monitor and manage ticket queues, prioritisation, and incident response to maintain service quality.
Ensure consistent application of ITIL-based processes (Incident, Request, Problem, Change).
Maintain clear, professional and effective communication with customers and internal stakeholders.
Conduct regular meetings and reporting to customers regarding current support trends and opportunities for service enhancement.
Proactively identify opportunities in customer environments and workflows for improvement
Technical & Escalation Support
Provide hands-on technical assistance as required to support service continuity and issue resolution.
Lead and guide the team in troubleshooting across common MSP technologies such as: Microsoft 365 / Azure / Entra ID
Windows and macOS environments
Solid Network knowledge (DNS, DHCP, VPNs, switching and firewalls)
Endpoint management and security tools
Mobile Devices Apple/Android
Liaise effectively with third-line support teams, vendors, and technology partners to resolve complex issues and ensure optimal outcomes.
Continuous Improvement
Identify trends, recurring issues, and opportunities for service improvement.
Contribute to process refinement, automation, and knowledge base development.
Ensure documentation and knowledge articles are accurate and up to date.
Support service reviews and reporting for customers and internal management.
Requirements
Essential
5+ Years if Experience
Demonstrated experience working within an MSP Service Desk environment.
Previous experience in a senior analyst, team lead, or supervisory role.
Strong understanding of IT service management (ITIL framework preferred).
Excellent people management, coaching, and communication skills.
Proven ability to manage competing priorities in a fast-paced, customer-facing environment.
Strong customer service focus, maintaining a calm, professional, and solution-oriented approach.
Technical Knowledge
Microsoft 365 administration and support.
Windows desktop and server environments.
Basic networking and security concepts.
Experience with ticketing systems, monitoring tools, and RMM platforms.
Desirable
ITIL Foundation certification.
Microsoft or vendor-specific certifications.
Experience with service reporting and KPI analysis.
Exposure to ISO 27001 or similar frameworks.
Personal Attributes
Strong critical thinking abilities with a process-orientated approach.
Highly organized, proactive, and attentive to detail.
Approachable, supportive, and confident leadership style.
Resilient under pressure with excellent problem-solving capabilities.
Passionate about developing people and improving service quality.
Must be willing to work in a fast-paced environment Efficient team member, especially in dynamic situations
Able to work well independently with limited supervision Full-time positions available
Amenable to report onsite in either Ortigas, Pasig City / Cubao, Quezon City
