Service desk leadConnectOS

The role of the IT Service Desk Team Lead is to provide effective guidance and motivation to the Service Desk Team and assist with the delegation of all IT related tasks. The Team Lead will work closely with the Service Delivery Manager/Operations Manager to ensure all incidents and service requests are prioritized, assigned and resolved within agreed SLA's to deliver a high level of customer service to the organisation.
Responsibilities:
Oversee the completion of service requests and incidents in a timely and efficient manner in line with relevant SLA's
Develop and document Service Desk processes, procedures, and methodologies
Monitor and report performance against agreed targets and performance indicators
Strong understanding of Office 365 (SharePoint, Hosted email and all MS products)
End user device support including Laptops, Desktops, Mobile phones, Printers, etc.
Device hardening, SOE creation and deployment
Asset life cycle management
User onboarding and offboarding
Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
Experience of developing professional and effective working relationships with other departments and key stakeholders
Requirements
A minimum of 5 years working in a Service Desk technical environment
A minimum of 2 years supporting an environment with 500+ end users
A minimum of 2 years in a leadership role
Knowledge of Active Directory and Group Policy
Experience using ServiceNow or similar ITSM ticketing systems
Demonstrate understanding of ITIL processes preferably ITIL certified
Experience with remote monitoring and management (RMM) tools a plus
Experience within construction industry a plus
BA qualification or equivalent in IT a plus
Benefits
HMO on Day 1
- Temporary Work from Home Set Up
- Paid Time-Off
- Quarterly Sick-Leave conversion
- Paid Government-Mandated Benefits (SSS, PHIC, Pag-IBIG)
- Equipment provided
ConnectOS

Mandaluyong City, Metro Manila
Temporary
Full-time