Job Description

About Lennor Group

As a proud Filipino company, we are committed to providing world-class business and workforce solutions. Our deep market expertise, combined with a global perspective, empowers us to serve businesses of all sizes and industries efficiently

Our brand, Lennor Metier, is a leading recruitment agency and headhunting firm in the Philippines, partnering with reputable companies to source top talent for direct-hire opportunities. It specializes in IT, Finance, Engineering, Sales & Marketing, Supply Chain, HR, and Executive Search.

Job Title: IT Service Desk Specialist

Industry: BPO

Salary Range: up to ₱55,000

Work Setup: Onsite

Shift Schedule: Night Shift

Location: BGC

About the Role

We are seeking an experienced IT Service Desk Lead to oversee enterprise service desk operations, with a strong focus on Microsoft 365 technologies. The role will provide team leadership, customer engagement, escalation management, and technical support within an ITIL-governed environment.

Key Responsibilities

• Lead and manage day-to-day enterprise Service Desk operations and support teams.
• Oversee incident, problem, change, and service request management in accordance with ITIL practices.
• Handle escalations and provide hands-on technical resolution for complex issues.
• Monitor service performance, SLAs, KPIs, and overall customer satisfaction.
• Serve as a key point of contact for global customers and senior stakeholders.
• Support and troubleshoot Microsoft 365 technologies and related enterprise applications.
• Drive continuous improvement of Service Desk processes, procedures, and service quality.

Required Qualifications

• At least 6 years of overall IT Service Desk experience.
• Must have 3 years of experience as a Service Desk Lead or Team Lead.
• Proven experience managing enterprise-scale Service Desk operations.
• Fluent English reading and writing skills
• Strong knowledge of Microsoft 365 technologies.

Good to Have Qualifications

• Strong understanding of ITIL processes: Incident, Problem, Change, and Request Management.
• Microsoft 365 Certification (any relevant certification).
• ITIL v3/v4 Certified or ITIL Trained.
• Experience in 24x7 or global support environments is an advantage.

Ready to take the next step in your career? Submit your application now!

--- We kindly request your patience as we receive a significant number of applications. Rest assured that our team will update your application's status soon. In the meantime, we encourage you to follow our LinkedIn page to stay informed about future opportunities and company updates.