Lead Help Desk Analyst – INTL Philippines

Job Description

Provide Level 1, Level 2, and occasional Level 3 support for global employees

Resolve hardware, software, account access, password reset, and device issues Collaborate with Global Tech Bar, Desktop Engineering, IM, and other support teams Manage laptop deployments, refreshes, and inventory for Philippines-based employees Coordinate device shipping and hardware logistics Serve as the primary Philippines-based support resource Assist in establishing and supporting SPS's future Manila office/coworking location Opportunity to mentor future Philippines-based resources and grow into a management path long term.

Skills and Requirements

3-7 years of Help Desk, Service Desk, Desktop Support, or Tech Bar experience Level 1 and Level 2 troubleshooting experience with exposure to Level 3 issues Strong customer service and end-user support skills Experience supporting hardware, software, and account-related issues Strong communication and collaboration skills Experience working directly with end users in a professional environment Ability to work U.S.-aligned hours with 4-6 hours of overlap Located in or near Manila, Philippines Previous lead, mentoring, or team lead experience Jamf experience Intune experience Jira and Confluence experience Experience supporting a global workforce Geek Squad or similar high-volume support environment experience Additional language capabilities

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].