NOC/Service Desk Team Lead
About this role
Discover your 100% YOU with MicroSourcing!
Position: NOC/Service Desk Team Lead
Location: Philippines
Work setup & shift: Work From Home | 4x11 work schedule (shifting but mostly dayshift)
Why join MicroSourcing?
You'll have:
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role:
As a NOC/Service Desk Team Lead, you will:
- Lead and oversee the day-to-day activities of the NOC and/or Service Desk team.
- Monitor incident queues, alerts, and service requests to ensure timely resolution and adherence to service level agreements (SLAs).
- Provide technical guidance and support for escalated issues.
- Coach, mentor, and support team members to improve technical capability and service delivery.
- Coordinate incident escalation and communication with relevant technical teams and stakeholders.
- Monitor team performance metrics and prepare operational reports.
- Ensure proper documentation of incidents, troubleshooting steps, and knowledge base articles.
- Support IT operations processes, including incident management, problem management, and service improvement initiatives.
- Assist with team scheduling, workload management, and operational planning.
- Identify opportunities to improve support processes, efficiency, and customer experience.
What You Need:
Non-negotiables
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 5+ years of experience in IT support, service desk, NOC, or infrastructure operations.
- Previous experience in a team lead, senior support, or supervisory capacity.
- Strong understanding of IT support processes, incident management, and troubleshooting methodologies.
- Experience supporting end-user systems, applications, networks, and IT infrastructure.
- Familiarity with ITSM/ticketing platforms and monitoring tools.
- Knowledge of operating systems, networking concepts, cloud technologies, and enterprise IT environments.
- Strong analytical, problem-solving, communication, and leadership skills.
- Ability to manage priorities in a fast-paced support environment.
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About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
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Originally posted on Himalayas