First Focus Service Desk Team Lead

Service Desk Team Lead

First Focus

Negotiable

Remote3-5 Yrs ExpDiplomaFull-time

Remote Details

Open Country：Philippines

Language Requirements：English

This remote job is open to candidates in specific countries. Please confirm if you want to continue despite potential location restrictions

Job Description

Description

First Focus is Australia's best mid-market Managed Service Provider, bar none (we just got voted Australia #1 MSP for the 8th year running. Check it out on CloudTango dot net). We are growing fast and now have over 300 staff across Australia, New Zealand, Philippines, South Africa and Ireland. We are a stable and very focused company, with over 15 years of consistent growth and we're continuing to win new clients and evolve our solutions.

We pride ourselves on being a genuinely great place to work, with a dynamic culture, clear vision and strong leadership. We only hire the best people and are a looking for an exceptional IT professional with a deep understanding of both Managed Services and the needs of mid-tier clients.

We are looking for the best MSP-specialised Service Desk Leadership professional in the Philippines to lead a team of service desk professionals. Why would such an amazing person consider coming to First Focus? What makes First Focus better than where you are today?

We understand the challenges of Service Desk specialists and work with you and your team to make sure you still get the time and the opportunity to train, develop and keep on growing (see our training days benefit below)
We know that great Service Desk leadership specialists value different things to other members of the team - technicians (for example) - daily variety, great team, great management support and new challenges
We've really thought about what makes a great client and seek only the best clients for our team to work with
We find and retain the best. Best Service Desk, best Team Leaders, best Technical Leads and Specialists. Best team fullstop!
We encourage transparency as one of the foundations of our culture, creating a healthier, more productive work environment while actively discouraging toxicity - be heard, feel safe to speak up! At First Focus, which country you live in matters less than the values you bring to work each day.

Important Note

We are looking for the best! We want people with great values, a hunger for growth and the willingness to communicate and speak up. Because of this, if you apply for this role you will be sent a short online screening test that will include some questions about your experience and benefits you seek which will be followed by brief video interview question.

Requirements

Experienced leading a customer-facing IT support team in a multi-client technology environment
Independence of thought coupled with the courage to speak up - we are seeking leaders!
A good general knowledge across technologies relevant to your team - Windows Server, Azure, Hyper V and other enterprise platforms
Solid knowledge of technical infrastructure from desktop to firewall
Proven experience in ITIL, ticketing systems and customer service principles
Excellent written and spoken English, with leadership style that inspires and encourages at team to perform
A set of values similar to our own - read more about our values on the About Us page of our website

Office Addresses

29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines
26th floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa

Benefits

First Focus' values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:

First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements
‘Never Stop Growing' is deeply embedded in our DNA - we offer 10 paid study days per year and support employees towards certifications and qualifications - we will pay for the exam and will also give you a pay rise for achieving certs (conditions apply, of course)
HMO from the first day of your employment
Addition of one (1) dependent (e.g., your spouse) to the Company's HMO policy (which includes medical coverage plus dental benefits package) on the first day of your employment
All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counselors
Dayshift, weekends off* plus 25 days paid days leave annually
Employee Referral Program (Php 20,000)
Employee MVP Award (Php 10,000)
Social events, End of Financial Year and Christmas
Employee Profit Sharing*
Loyalty bonus for long-term employees*

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

Requirements

Please refer to job description.

CommunicationProblem SolvingLeadershipCustomer Relationship ManagementConflict ResolutionTeam ManagementEmotional IntelligenceData AnalysisPerformance Metrics