Global Service Desk Team Lead Contractor

Location: Quezon City, Philippines; in-office 100%

Company

hirify.global provides payment technology and related services supported by global IT operations.

What you will do

• Lead the Global Service Desk team in a 24x7 operating environment and maintain customer service and service-level objectives.
• Monitor incident and request management procedures, service metrics, call coverage, and key performance indicators.
• Diagnose, triage, document, resolve, and escalate incidents and service requests to tier 3 and tier 4 teams.
• Provide on-site and remote technical support for workstations, laptops, operating systems, software, hardware, printers, peripherals, and mobile devices.
• Manage schedules, ticket overflow, reporting, knowledge management, team coaching, recruitment support, and continual improvement.
• Collaborate with messaging, voice and conferencing, collaboration, infrastructure, network, desktop engineering, and 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.
• Strong written and oral communication, interpersonal, analytical, organizational, and customer service skills.
• Ability to manage multiple issues, identify root causes, and resolve technical problems involving hardware, software, operating systems, peripherals, and mobile devices.
• Degree in computer science or a related field, or equivalent work experience.
• Ability to work in the Quezon City office 100% of the time and support rotating early morning, evening, night, and weekend shifts.

Nice to have

• CompTIA, Microsoft, or Cisco certification.
• ITIL Foundation certification.
• Experience with cross-functional work and cultural sensitivity.

Culture & Benefits

• Full-time contractor position in an office-based environment.
• 24x7 service desk operations with quarterly rotating shifts.
• Travel to remote office locations as directed, up to 10%.
• Office duties may include lifting and maneuvering equipment weighing up to 50 pounds.