Service Desk Team Leader

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Satellite Office

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

📦 Logistics

📣 Marketing

✈️ Travel

Logistics • Marketing • Travel

Satellite Office is a Philippines-based employer and workspace services company that connects Filipino professionals with global clients. It offers premium, technologically equipped office locations across Metro Manila and Cebu and places employees in roles supporting major international brands. The company emphasizes employee engagement, continuous learning and development, competitive compensation and benefits, and a people-focused culture recognized by Great Place to Work®.

📋 Description

• Lead, coach and develop Level 1 and Level 2 service desk engineers • Work tickets hands-on, resolving incidents and service requests alongside the team • Manage ticket queues, triage, prioritisation and dispatch • Ensure incidents and service requests meet SLAs, response targets and CSAT measures • Escalate and resolve complex, aged or at-risk tickets • Monitor, analyse and report service desk KPIs • Manage rostering, capacity planning and after-hours or on-call coverage • Conduct one-on-ones, performance reviews, coaching and knowledge-transfer sessions • Improve service desk processes, runbooks and knowledge base using ITIL practices • Maintain ticket hygiene, documentation and accurate time recording • Support customer onboarding and transition of new services into operations • Handle customer complaints and difficult conversations • Contribute to recruitment, induction and mentoring • Provide out-of-hours emergency support and leadership cover • Build customer relationships and act as an escalation point • Work with service delivery, account management, engineering, project and cyber security teams • Engage third-party vendors and collaborate on tooling, automation and self-service improvements

🎯 Requirements

• Proven hands-on service desk or technical support experience in an MSP environment • Team leadership, senior or escalation responsibility • Strong hands-on Microsoft technical background across Microsoft 365, Windows, Azure, Entra, Intune and common business applications • ITIL Foundation certification required • Working understanding of ITIL incident, request, problem and change management • Familiarity with ITSM or PSA tools such as ConnectWise, Autotask or ServiceNow • Familiarity with RMM platforms • Ability to manage SLAs, ticket queues and team performance metrics • Experience with rostering, capacity planning and after-hours or on-call support • Excellent communication, customer service and interpersonal skills • Strong organisational, prioritisation and time management skills • Relevant Microsoft certifications such as MS-900, AZ-900, MD-102 or MS-102 required or actively being pursued • Higher-level Microsoft certifications advantageous • Coaching mindset and desire to develop people • Ability to work Australian Eastern Standard Time and shifting schedules

🏖️ Benefits

• Ongoing professional development through mentoring and technical certification • Support to improve skillset and progress career within Virtuelle Group • Learning opportunities, mentoring, and support • Team-building experiences and company-wide celebrations • Wellness programs • World-class office spaces • Work with global brands and international clients