Service Desk Supervisor

Prime System Solutions is looking for an experienced Service Desk Supervisor to oversee daily Service Desk operations and serve as the right hand of the Director of IT & Operations.

This is a hands-on leadership role for someone who can manage service delivery, lead technical support engineers, monitor performance, handle escalations, and ensure excellent customer experiences.

The ideal candidate has a strong technical background, proven leadership experience, and the ability to balance operational management with hands-on technical support.

Key Responsibilities

1. Service Desk Operations & SLA Management

• Oversee daily Service Desk operations, including ticket queues, assignments, prioritization, and workload distribution.

• Monitor Service Level Agreements (SLAs) and Service Level Objectives (SLOs) to ensure timely responses and resolutions.

• Conduct daily team standups, assign priorities, and address operational blockers.

• Monitor aging tickets and ensure each has a clear owner, next action, and follow-up schedule.

• Track service desk performance metrics, including ticket volume, backlog, first-contact resolution, and customer satisfaction.

• Identify recurring issues and implement improvements to prevent repeated incidents.

2. Team Leadership & Development

• Supervise, mentor, and coach Service Desk engineers.

• Conduct regular one-on-one meetings and performance check-ins.

• Monitor individual and team performance and establish measurable performance goals.

• Review ticket documentation and provide constructive feedback.

• Delegate responsibilities effectively and ensure accountability across the team.

• Support onboarding, technical training, and continuous development of team members.

• Promote knowledge sharing, security awareness, and professional development.

3. Incident & Escalation Management

• Serve as the primary escalation point for complex technical issues and unresolved tickets.

• Lead major incidents (P1/P2) from identification through resolution.

• Coordinate with technical teams to ensure incidents are properly classified, assigned, and escalated.

• Ensure clear and timely communication with clients and internal stakeholders.

• Maintain incident documentation, root cause analysis, and post-incident reviews.

4. Hands-on Technical Support

• Provide technical guidance and support for escalated issues involving Microsoft 365, Azure/Microsoft Entra ID, and Windows 10/11 endpoints.

• Assist with identity and access management, endpoint troubleshooting, and email security issues.

• Support the team in resolving complex technical problems when necessary.

• Assist with endpoint management, monitoring, and security-related alerts.

5. Customer Experience

• Ensure all customer interactions meet the company's standards of professionalism and service quality.

• Handle escalated customer concerns and follow up on negative feedback.

• Coordinate with Customer Success and Technical Account Management (TAM) teams when needed.

• Ensure requests outside the Service Desk scope are properly identified and routed to the appropriate department.

6. Process Improvement & Documentation

• Maintain accurate knowledge base articles, troubleshooting guides, and Standard Operating Procedures (SOPs).

• Ensure proper documentation and consistent use of Service Desk processes.

• Identify opportunities to improve workflows, automation, and service delivery.

• Maintain documentation using platforms such as IT Glue and Autotask or similar tools.

7. Reporting & Management Support

• Prepare weekly Service Desk performance reports for the Director of IT & Operations.

• Monitor SLA performance, ticket volume, backlog, customer satisfaction, ticket quality, and staffing capacity.

• Identify operational risks, recurring problems, and technical skill gaps.

• Recommend improvements to Service Desk operations and resource allocation.

• Assist with recruitment, technical interviews, and onboarding of new Service Desk engineers.

• Translate management priorities into actionable daily operational plans.

• 3–5 years of experience in Help Desk, Service Desk, or Managed Service Provider (MSP) environments.

• At least 1 year of experience in a supervisory, team lead, or technical leadership role.

• Strong hands-on experience with Microsoft 365, Azure/Microsoft Entra ID, and Windows 10/11.

• Working knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.

• Experience using ticketing systems and monitoring service desk performance, SLA compliance, and ticket backlogs.

• Proven ability to lead, coach, mentor, and manage technical support teams.

• Experience handling technical escalations and major incidents.

• Strong communication, problem-solving, and documentation skills.

• Ability to manage multiple priorities while maintaining service quality and customer satisfaction.

• Willingness to work on a schedule aligned with US operations, as required.

Preferred Qualifications

• Experience with Autotask, IT Glue, Kaseya VSA, or similar MSP tools.

• Previous experience as a Senior Service Desk Engineer or Escalation Engineer.

• Familiarity with ITIL practices and service management processes.

• Experience with endpoint management and email security tools.

• Experience supporting international clients or compliance-sensitive environments.

• Relevant Microsoft certifications are an advantage.

• 13th-month pay in accordance with Philippine labor regulations.
• (HMO) coverage.
• Paid vacation and sick leave.
• Mandatory government contributions (SSS, PhilHealth, and Pag-IBIG).
• Opportunities for professional development and technical certifications.
• Training and continuous learning opportunities.
• Career advancement opportunities.
• Direct collaboration with international IT leadership.
• Opportunity to contribute to process improvements and influence Service Desk operations

Why Join Prime System Solutions?

• Be part of a growing IT services organization.

• Work directly with the Director of IT & Operations and contribute to operational decisions.

• Take ownership of Service Desk performance and team development.

• Gain exposure to international clients, enterprise IT environments, and Microsoft cloud technologies.

• Build your leadership career with opportunities to progress into a Service Desk Manager position as the organization expands.

Career Opportunity

This role is ideal for an experienced Service Desk Team Lead, Senior Service Desk Engineer, or Technical Support Supervisor who is ready to take greater ownership of service delivery, team performance, and operational excellence.