Team Lead, Enterprise Service Desk (HC)

Remote•Remote

Full-timeRemoteremotejobsorg

Customer Supportremotejobs.org

About this role

Category: IT Services Location: Makati National Capital Region (Manila) Philippines ## Summary The role ofEnterprise Service Desk Team Lead is primarily responsible for acting as atechnical escalation supporting Tier 1 & 2 teams, actively working tickets,and ensuring requests and incidents are progressing efficiently in line withSLA commitments throughout the Service Delivery model. When acting as atechnical escalation the Team Lead should provide advanced trouble shooting andmentoring to other members of the Enterprise Service Desk team whilst alsocollaborating with Tier 3 and other SME teams, driving timely resolution ofclient requests and incidents. ## Jobresponsibilities

Continuously monitor andenforce SLAs and KPIs throughout the day against live tickets to ensure serviceperformance and responsiveness.
Provide training, coaching, andreal-time assistance to all Service Desk Analysts.
Identify strengths andweaknesses among the team and communicate with the Service Desk Manager whenappropriate and/or during review cycles.
Assist management in QA Reviewprocesses to improve ticket quality and escalation
Provide both procedural andtechnical escalation support and guidance to all Service Desk Analysts whileensuring the highest levels of customer support are met.
Review and approve technicalescalations to Tier 3 and other SME teams to ensure ticket hygiene and relevantinformation is present.
Action tickets by performingend-user PC and system troubleshooting and responding to phone, email, and webrequests as needed.
Develop familiarity with clientcontracts to understand service levels and obligations. ·Assist in new hire on-boardingprocess. ## Qualifications
Technical certifications andtraining a plus.
ITIL certification or strongknowledge of working practices.
5+ years minimum experience ina relevant field.
Experience within a largeservice delivery organization a plus ·Experience with ServiceNow ITSMplatform
Incident, request, problem,change and major incident management experience
Strong IT Infrastructure,Desktop, and Networking experience, including but not limited to: oMicrosoft Windows 10 & 11 oMicrosoft Server 2016 -2025 oMicrosoft 365 & Intune oEntra ID/Active Directory oCitrix Xenapp oVirtualization, e.g. VMware,Hyper V, Proxmox oCisco Meraki oEmail Security, e.g.Proofpoint, Mimecast

Posting details

Remote

Yes

Employment type

Full-time

Workplace type

Remote

Source

remotejobsorg

First seen

9/20/2026, 8:10:25 AM

Last seen

9/20/2026, 8:10:25 AM