Team Lead Helpdesk Engineer (Permanent WFH and Night Shift)

apartmentScalable OS placeManila scheduleFull-time calendar_month5/27/26

SUMMARY

The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 & 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model.

When acting as a technical escalation the Team Lead should provide advanced trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents.

JOB RESPONSIBILITIES

Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.
Provide training, coaching, and real-time assistance to all Service Desk Analysts.
Identify strengths and weaknesses among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.
Assist management in QA Review processes to improve ticket quality and escalation
Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.
Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.
Action tickets by performing end-user PC and system troubleshooting and responding to phone, email, and web requests as needed.
Develop familiarity with client contracts to understand service levels and obligations.
Assist in new hire on-boarding process.

QUALIFICATIONS

Technical certifications and training a plus.
ITIL certification or strong knowledge of working practices.
5 years of minimum experience in a relevant field.
Experience within a large service delivery organization a plus
Experience with ServiceNow ITSM platform
Incident, request, problem, change and major incident management experience
Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
Microsoft Windows 10 & 11
Microsoft Server 2016 -2025
Microsoft 365 & Intune
Entra ID/Active Directory
Citrix Xenapp
Virtualization, e.g. VMware, Hyper V, Proxmox
Cisco Meraki
Email Security, e.g. Proofpoint, Mimecast
Skills (oral and written), with ability to converse both laterally and vertically.
Excellent customer service and service management skills.
High energy, friendly with the ability to articulate technical solutions into layman terms
Able to work under pressure, prioritize and multitask.

JOB REQUIREMENTS

Should be willing to accept a long-term work-from-home arrangement.
Should be amenable to a permanent night shift schedule.

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