IT Service Desk Lead - Philippines

Skin And Cancer Institute

15h • Remote

About The Position

Skin and Cancer Institute is a U.S.-based dermatology group looking to hire a full-time IT Service Desk Lead based in the Philippines. This is a remote and direct-hire position. The selected candidate will work directly with our company on a long-term basis. The schedule will follow U.S. Pacific Time. Healthcare or medical office experience is preferred. This role is responsible for driving consistency, accountability, and service excellence across a high-volume helpdesk environment while leading and developing a team of support professionals. This position is ideal for a hands-on IT leader who thrives in fast-paced environments, values strong process design, and understands how to balance technical execution with people leadership.

Requirements

• 4+ years of experience in IT support or helpdesk environments, including at least 2 years in a senior or lead capacity
• Demonstrated experience leading or mentoring IT support staff in a structured environment
• Strong working knowledge of identity and access management concepts, including MFA and SSO
• Advanced experience administering Microsoft platforms such as Exchange, Microsoft 365, Entra, and Defender
• Proficiency supporting both Windows and macOS systems in an enterprise setting
• Experience with VoIP platforms such as RingCentral, Genesys, Five9, or similar solutions
• Familiarity with Active Directory, basic networking concepts, and system monitoring tools
• Hands-on experience with ITSM frameworks and ticketing platforms such as ServiceNow, FreshService, Zendesk, or comparable systems
• Strong verbal and written communication skills in US English
• Highly organized with the ability to manage competing priorities in a fast-changing environment

Nice To Haves

• Healthcare or medical office experience is preferred.

Responsibilities

• Provide day-to-day leadership for the IT service desk, ensuring timely response and resolution of incidents and service requests
• Manage ticket queues, escalation paths, and service expectations while maintaining alignment with SLAs and internal performance metrics
• Lead, mentor, and develop helpdesk staff to improve technical skill sets, customer experience, and team engagement
• Establish, document, and continuously improve service desk processes, workflows, and operational standards
• Partner with infrastructure, security, and networking teams to resolve complex or cross-functional technical issues
• Oversee identity and access management tasks including user provisioning, MFA, and SSO administration
• Support end-user environments across Windows and macOS, including hardware lifecycle management and troubleshooting
• Administer and support Microsoft-based systems and SaaS tools used across the organization
• Assist with VoIP systems, endpoint management, and office technology needs such as AV and hardware deployments
• Develop and deliver training for end users and internal IT staff
• Role may include other relevant duties as assigned

Benefits

• Competitive salary
• Paid time off
• Supportive and fair work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed