Global Service Desk Team Lead Contractor

Location: Quezon City, Philippines. On-site and remote technical support duties are included; shifts may rotate quarterly across early mornings, evenings, nights, and weekends. Travel to remote office locations may be required, up to 10%.

Company

hirify.global provides payment technology and related IT services.

What you will do

• Lead the Global Service Desk team in a 24x7 operating environment and maintain customer service and service-level performance.
• Monitor incident and request management metrics, provide coaching and training, and drive continual improvement.
• Manage call coverage, team schedules, ticket overflow, reporting, and key performance indicators.
• Diagnose, triage, document, resolve, and escalate incidents and service requests across tier 3 and tier 4 teams.
• Provide first- and second-level support for workstations, laptops, operating systems, software, hardware, printers, peripherals, and mobile devices.
• Coordinate with Messaging, Voice and Conferencing, Collaboration, Infrastructure, Network, Desktop Engineering, and IT Security Operations teams.

Requirements

• 2–4 years of practical experience in IT support, or an equivalent combination of education and experience.
• Experience supporting multiple operating systems and hardware platforms, including PC and Mac environments.
• Strong written and verbal communication, interpersonal, analytical, prioritization, and follow-through skills.
• Ability to identify, analyze, troubleshoot, and resolve technical issues involving endpoints, mobile devices, operating systems, software, hardware, and peripherals.
• Ability to work cross-functionally and demonstrate cultural sensitivity in a global environment.
• Ability to work rotating shifts, including early mornings, evenings, nights, and weekends.

Nice to have

• Degree in computer science or a related field, or equivalent work experience.
• CompTIA, Microsoft, or Cisco certification.
• ITIL Foundation certification.

Culture & Benefits

• Work in a collaborative, customer-focused IT service environment.
• Support a globally distributed 24x7 service desk operation.
• Perform work in a typical office environment with no hazardous or significantly unpleasant conditions.
• Physical duties may include lifting and maneuvering equipment weighing up to 50 pounds.