Technical Service Desk Manager (M365, Azure)

Location: WFH or onsite in Ortigas, Alabang, Pampanga, or Cebu, Philippines. Required location: no preference. Work schedule: 9:00 AM–6:00 PM Australian Eastern Time, or 6:00 AM–3:00 PM Philippine time.

Company

hirify.global provides IT services and managed-services support for customer environments.

What you will do

• Lead the day-to-day operation and performance of the technical service desk across multiple customer environments.
• Manage Level 1, Level 2, and technical support resources, including workload allocation, coaching, performance management, and succession planning.
• Provide technical leadership for complex escalations and major incidents across Microsoft 365, Intune, Entra ID, Azure, Windows Server, networking, virtualisation, backup, and security.
• Own SLA, KPI, incident, problem, change, customer governance, vendor escalation, and service reporting activities.
• Drive service improvement through automation, monitoring, proactive remediation, knowledge management, and standard operating procedures.
• Support customer onboarding, service transitions, capacity planning, and workforce planning.

Requirements

• Strong experience in an MSP or managed-services environment, including leadership of technical support teams.
• Strong Microsoft 365, Exchange Online, Intune, Entra ID, Windows Server, Active Directory, Azure, and hybrid-cloud experience.
• Knowledge of VMware or Hyper-V, DNS, DHCP, Group Policy, RDS, backup, patching, disaster recovery, and monitoring/RMM platforms.
• Experience with ITIL, SLA/KPI management, incident, problem and change management, service reporting, and customer escalations.
• Strong coaching, stakeholder management, troubleshooting, decision-making, and major-incident leadership skills.
• At least 3 years of relevant work experience; ITIL, Microsoft, CompTIA, or cybersecurity certifications are preferred.

Nice to have

• PowerShell scripting and automation experience.
• ITIL Foundation or higher.
• Microsoft Azure, Microsoft 365, Intune, Endpoint Administrator, Security, CompTIA, or relevant vendor certifications.

Culture & Benefits

• WFH or onsite work arrangement.
• HMO, dental, and life insurance for the employee and one free dependent from day one.
• Paid birthday, vacation, medical, and maternity leaves.
• Up to six vacation leaves can be converted to cash on the work anniversary.
• Employee engagement activities including year-end parties, family days, and team building.