Category: IT Services
Location: Makati National Capital Region (Manila) Philippines
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.
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.
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
Skills (oral and written), withability to converse both laterally and vertically.
Excellent customer service andservice management skills.
High energy, friendly with theability to articulate technical solutions into layman terms
Able to work under pressure,prioritize and multitask.
Should bewilling to accept a long-term work-from-home arrangement.
Should beamenable to a permanent night shift schedule.
Details
ScalableOS is an offshore outsourcing company specializing in delivering custom offshoring solutions for Managed Service Providers (MSPs), IT firms, tax and accounting firms, and other industries. The company provides dedicated teams based in the Philippines, with capabilities in India and South Africa, that are fully integrated into clients' operations and managed directly by the client. ScalableOS handles the complete offshoring journey from strategy and talent selection through seamless onboarding, offering comprehensive services including recruitment, HR, payroll, and administrative support. The company serves industries including MSP and IT support, tax and accounting, SaaS, marketing, and customer service, with a focus on cost savings averaging 70% while maintaining talent quality and operational oversight.
