Service Desk Team Lead (After Hours) | Hybrid at First Focus

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

05 Feb, 26

Salary

0.0

Posted On

07 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer-Facing IT Support, Windows Server, Azure, Hyper-V, IT Infrastructure, ITIL, Ticketing Systems, Clear Communication, Problem Solving, Team Motivation, Technical Understanding

Industry

IT Services and IT Consulting

Description

Let’s be honest. You’ve seen your share of chaos — users in panic mode, tickets multiplying like rabbits, and that one client who swears they “didn’t touch anything.” You stayed calm. You fixed it. You coached your team through it. Now, how about leading a service desk where people actually have your back? We’re First Focus, Australia’s #1 Managed Service Provider (eight years running — check CloudTango dot net if you don’t believe us). We’ve got 300+ brilliant humans across five countries, including a powerhouse team right here in the Philippines. We’re big enough to give you stability and opportunity, but small enough that your ideas still matter. Why You’ll Love Working Here You lead, not babysit. We trust you to run your team your way — you know what good service looks like. We actually grow people. Ten paid study days a year, paid certs, and a salary bump when you pass. Clients that respect your time. No energy vampires. No endless escalations for sport. A culture with heart. We’re open, transparent, and allergic to corporate nonsense. Work-life balance is real. We work hard, finish our shift and we are finished, with the occasional merienda break along the way. We’re a people-first company that believes leadership is about calm, honesty, and knowing when to crack a joke after ticket 147. Experience leading a customer-facing IT support team in a multi-client MSP Solid technical understanding of Windows Server, Azure, Hyper-V, and IT infrastructure Working knowledge of ITIL and ticketing systems Clear, confident communication in English Leadership that motivates, not micromanages Courage to speak up, solve problems, and support your people Values that align with ours. If you haven't read them, check them out here. Work Locations Pasig: Robinsons Cyberscape Gamma, Topaz Road, Ortigas Muntinlupa: Axis Tower One, Filinvest Avenue, Alabang We look after our people properly: Hybrid work setup HMO from Day 1 for you + one dependent (with dental) 10 paid study days per year + paid cert exams + salary bumps for each one Uprise access – free 1:1 coaching with psychologists or counsellors Consistent shifts, and 25 days paid leave annually Profit share, loyalty bonuses, ₱20k referral bonus and ₱10k MVP awards Social events that actually feel like celebrations, not chores (karaoke is encouraged but never required) The Process We want to find the best, not the loudest. Apply online — you’ll get a short online test and a quick video question. No trickery. Just a chance to show us who you are. Neurodiverse? We’ve Got You. We welcome neurodiverse candidates and encourage disclosure so we can tailor the experience to showcase your strengths. Ask for our Neurodiversity Statement — we’d love to support you.

Responsibilities

Lead a service desk team to provide excellent customer support. Coach and support team members while managing multiple client needs effectively.