IT Service Desk Team Lead

Unleash Your Talents with Us!

Hi there, our future IT Service Desk Team Lead! Happy to see YOU here.

Here at Integrated OS, you'll be part of a team of passionate individuals who are committed to delivering exceptional offshoring services. Bringing in an array of skills and talents from different areas of business from Finance, Human Resources, Information Technology, Customer Service, and Marketing to Sales and Operations.

From humble beginnings, we have built our company from our first team member onwards. Initially, we were lending support to an Australian print manufacturer - The Lamson Group.

Since then, we have continued to uphold our core values and culture and developed a deeper understanding of how people need help to succeed in their goals. And YOU might be a part of this amazing growth as our team keeps growing above all expectations!

What you'll do: 

As an IT Service Desk Team Lead, you will manage the day-to-day operations of our Service Desk team. In this key leadership role, you'll supervise and mentor support staff, manage technical escalations, ensure SLA compliance, and drive continuous service improvements for our Managed Services customers.

Key responsibilities for this role include:

• Supervising, training, and mentoring staff to ensure high-quality service and support
• Managing daily operations, including ticket prioritization, escalation, and resolution within agreed SLAs
• Reporting on, key performance indicators such as ticket resolution times and compliance with SLA's
• Acting as an escalation point for the team for technical and non-technical issues
• Identifying and leading initiatives for Service Improvement. These may include areas such as process improvement, areas where we can enhance efficiency via automation or ways to enhance customer satisfaction
• Maintaining high-quality communication with users, customer stakeholders, and all relevant internal teams
• Ensuring workload is balanced across resources and forecasting near-term resource utilisation
• Service owner engagement, including building relationships with service owners and assisting them with operational matters regularly
• Operationally manage incidents, to ensure that business impact is minimised and a speedy resolution is achieved
• Update and maintain technical skills to allow you to fulfil an SME function in agreed knowledge/technology domains
• P1 War Room and Incident Response: Ensure P1 incidents are appropriately resourced and where required, fully document the incident timeline (Detect, Respond, and Recover)
• P1 and P2 Customer Communication: Ensure SDMs are appropriately engaged and key customer contacts receive updates. Initiate conference calls, where needed
• Ticket Management. Ensure all tickets are up to date with the correct information, work completed, and further actions documented
• Hold periodic reviews of documentation and remediate issues found
• Ensure customer configuration management database are maintained accurately
• Timesheet management, ensure team members complete timesheets promptly as tickets are handled

Successful candidates must have:

• 5-7 years experience in the IT services industry
• Experience leading IT Service Desk or IT Support teams
• Experience managing/operating:
  • A Cisco enterprise network
  • FortiManager and Fortigate firewalls
  • Microsoft servers and workstations
  • Microsoft Azure
  • Panorama and Palo Alto firewalls
  • Cisco Nexus series switches
  • Remote connectivity via SSL and IPSec VPNs
• Experience with:
  • Power BI
  • VoIP
  • Python
• Other relevant Industry certifications:
  • Palo Alto
  • Fortinet
  • Meraki
  • AWS
  • Azure
  • F5
  • Microsoft
• Proactive identification and management of any potential issues
• Employment history within a Managed Services Provider
• Excellent interpersonal skills and experience
• Excellent written and verbal communication skills
• Ability to develop a relationship with the client
• Ability to work alone, or as part of a team.
• Professional attitude
• Professional in appearance and presentation
• Ability to manage time and prioritize activities
• Strong Analytical skills

Work Arrangements:

• Schedule: 6:00 AM - 3:00 PM PHT
• Work Setup: Work-Onsite
• Office Location: Parkway Corporate Center, Alabang, Muntinlupa City

What's in it for YOU?
At Integrated OS, we create career opportunities where you can thrive, grow, and make an impact.

• Competitive Salary & Benefits: Be rewarded for your expertise and dedication.
• Career Growth & Development: Work alongside international clients and gain valuable experience.
• Work-Life Balance: Our innovative activities, open communication channels, and commitment to inclusivity make every day exciting and rewarding!
• Collaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork.

Your seat awaits! Be part of our thriving team and CLICK APPLY!