Service Desk Supervisor

Prime System Solutions

. Oversee daily Service Desk operations, including ticket queues, assignments, prioritization, and workload distribution.

Posted 11/5/2026full-timeQuezon City • PhilippinesMid-LevelSenior💰 ₱70,000 - ₱85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in overseeing Service Desk operations, including ticket management, performance metrics, and team leadership. Proficient in technical guidance for Microsoft 365, Azure/Microsoft Entra ID, and endpoint management while ensuring high service quality and customer satisfaction.

Highest-signal resume keywords

Service Desk Operations ManagementMicrosoft 365 Technical SupportTeam Leadership and MentoringIncident Management and EscalationPerformance Metrics Tracking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft 365Azure/Microsoft Entra IDWindows 10/11Networking FundamentalsTicketing SystemsEndpoint ManagementEmail SecurityITIL PracticesService Management ProcessesTechnical Documentation

Soft Skills

Strong CommunicationProblem-SolvingTeam ManagementCustomer Satisfaction FocusOperational Prioritization

Tools & Technologies

AutotaskIT GlueKaseya VSAService Desk Performance Monitoring ToolsTroubleshooting Guides

Certifications & Qualifications

Relevant Microsoft Certifications

Industry Keywords

Help DeskService DeskManaged Service Provider (MSP)SLA ComplianceTechnical Escalations

Tech Stack

Tools & technologies

AzureDNSTCP/IP

About the role

Key responsibilities & impact

Oversee daily Service Desk operations, including ticket queues, assignments, prioritization, and workload distribution.
Monitor SLAs and SLOs to ensure timely responses and resolutions.
Conduct daily team standups, assign priorities, and address operational blockers.
Monitor aging tickets and ensure ownership, next actions, and follow-up schedules.
Track service desk performance metrics, including ticket volume, backlog, first-contact resolution, and customer satisfaction.
Identify recurring issues and implement improvements to prevent repeated incidents.
Supervise, mentor, and coach Service Desk engineers.
Conduct one-on-one meetings and performance check-ins.
Establish measurable performance goals and ensure accountability.
Support onboarding, technical training, and continuous development.
Serve as the primary escalation point for complex technical issues and unresolved tickets.
Lead major P1/P2 incidents through resolution.
Coordinate incident classification, assignment, and escalation with technical teams.
Maintain incident documentation, root cause analysis, and post-incident reviews.
Provide technical guidance for escalated issues involving Microsoft 365, Azure/Microsoft Entra ID, and Windows 10/11 endpoints.
Assist with identity and access management, endpoint troubleshooting, email security, endpoint management, monitoring, and security alerts.
Ensure customer interactions meet professionalism and service-quality standards.
Handle escalated customer concerns and coordinate with Customer Success and TAM teams.
Maintain knowledge base articles, troubleshooting guides, and SOPs.
Improve workflows, automation, and service delivery.
Maintain documentation using IT Glue and Autotask or similar tools.
Prepare weekly Service Desk performance reports for the Director of IT & Operations.
Identify operational risks, recurring problems, skill gaps, and resource needs.
Assist with recruitment, technical interviews, and onboarding of new Service Desk engineers.
Translate management priorities into actionable daily operational plans.

Requirements

What you’ll need

3–5 years of experience in Help Desk, Service Desk, or Managed Service Provider (MSP) environments.
At least 1 year of experience in a supervisory, team lead, or technical leadership role.
Strong hands-on experience with Microsoft 365, Azure/Microsoft Entra ID, and Windows 10/11.
Working knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.
Experience using ticketing systems and monitoring service desk performance, SLA compliance, and ticket backlogs.
Proven ability to lead, coach, mentor, and manage technical support teams.
Experience handling technical escalations and major incidents.
Strong communication, problem-solving, and documentation skills.
Ability to manage multiple priorities while maintaining service quality and customer satisfaction.
Willingness to work on a schedule aligned with US operations, as required.
Experience with Autotask, IT Glue, Kaseya VSA, or similar MSP tools.
Previous experience as a Senior Service Desk Engineer or Escalation Engineer.
Familiarity with ITIL practices and service management processes.
Experience with endpoint management and email security tools.
Experience supporting international clients or compliance-sensitive environments.
Relevant Microsoft certifications are an advantage.

Benefits

Comp & perks

13th-month pay in accordance with Philippine labor regulations.
(HMO) coverage.
Paid vacation and sick leave.
Mandatory government contributions (SSS, PhilHealth, and Pag-IBIG).
Opportunities for professional development and technical certifications.
Training and continuous learning opportunities.
Career advancement opportunities.
Direct collaboration with international IT leadership.
Opportunity to contribute to process improvements and influence Service Desk operations
Be part of a growing IT services organization.
Work directly with the Director of IT & Operations and contribute to operational decisions.
Take ownership of Service Desk performance and team development.
Gain exposure to international clients, enterprise IT environments, and Microsoft cloud technologies.
Build your leadership career with opportunities to progress into a Service Desk Manager position as the organization expands.