Service Desk Team Leader

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Lead, mentor, and cultivate the skills of Level 1 and Level 2 service desk engineers.

• Actively resolve incidents and service requests while collaborating with the team.

• Oversee ticket queues, performing triage, prioritization, and dispatching tasks.

• Ensure that incidents and service requests comply with SLAs, response targets, and customer satisfaction measures.

• Escalate and address complex, aged, or at-risk tickets effectively.

• Monitor, analyze, and report on service desk KPIs.

• Manage scheduling, capacity planning, and after-hours or on-call support.

• Conduct one-on-one meetings, performance evaluations, coaching sessions, and knowledge-transfer activities.

• Enhance service desk processes, runbooks, and knowledge bases in alignment with ITIL practices.

• Maintain ticket cleanliness, accurate documentation, and proper time tracking.

• Assist in customer onboarding and the transition of new services into operational status.

• Address customer complaints and navigate challenging conversations.

• Participate in recruitment, onboarding, and mentoring of new staff.

• Provide emergency support and leadership coverage outside of regular hours.

• Foster customer relationships and serve as an escalation point.

• Collaborate with service delivery, account management, engineering, project, and cybersecurity teams.

• Engage with third-party vendors to improve tooling, automation, and self-service options.

⛳️ Requirements

• Demonstrated hands-on experience in service desk or technical support within an MSP environment.

• Experience in team leadership, senior roles, or managing escalations.

• Strong practical knowledge of Microsoft technologies including Microsoft 365, Windows, Azure, Entra, Intune, and common business applications.

• ITIL Foundation certification is mandatory.

• Working knowledge of ITIL incident, request, problem, and change management processes.

• Familiarity with ITSM or PSA tools such as ConnectWise, Autotask, or ServiceNow.

• Awareness of RMM platforms.

• Capable of managing SLAs, ticket queues, and team performance metrics effectively.

• Experience with scheduling, capacity planning, and after-hours or on-call support.

• Exceptional communication, customer service, and interpersonal abilities.

• Strong organizational, prioritization, and time management skills.

• Relevant Microsoft certifications such as MS-900, AZ-900, MD-102, or MS-102 are required or actively being pursued.

• Higher-level Microsoft certifications are a plus.

• A coaching mindset and a passion for developing others.

• Willingness to work Australian Eastern Standard Time and flexible schedules.

🏝️ Benefits

• Continuous professional development through mentoring and technical certification opportunities.

• Support for skill enhancement and career advancement within Virtuelle Group.

• Access to learning opportunities, mentoring, and comprehensive support.

• Team-building activities and company-wide celebrations.

• Wellness programs to promote employee well-being.

• Access to world-class office environments.

• Opportunity to work with global brands and international clients.