IT Service Delivery Team Lead | WFH | Night Shift | Day 1 HMO | Up to

Earn Up to PHP140K Leading Global IT Service Delivery

  • Employment Type: Full-time
  • Salary: PHP 70,000 - PHP140,000
  • Work Setup: Permanent Work From Home
  • Shift: Night Shift, Consecutive Off
Your Role In Action Critical business systems depend on disciplined IT service management and teams that resolve issues before they disrupt operations. The IT Service Delivery Team Lead oversees shared services IT operations, ITIL-aligned processes, escalations, cloud technologies, cybersecurity practices, and continuous service improvement while developing a high-performing support team. Build a long-term global career with Emapta, where Top 1% talent gains international technology exposure, professional growth, and meaningful leadership opportunities.

Benefits

  • Day 1 HMO coverage with free dependent
  • Competitive Salary Package
  • Permanent WFH arrangement
  • Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
  • Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
  • Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  • Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
  • Unlimited opportunities for employee referral incentives across the organization
  • Standard government and Emapta benefits
  • Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  • Fun engagement activities for employees
  • Mentorship and exposure to global leaders and teams
  • Career growth opportunities
  • Diverse and supportive work environment
Qualifications

Required

  • At least 1 year leading an IT Support, Help Desk, Service Desk, or IT Service Delivery team within SaaS, shared services, or a global technology environment
  • Strong knowledge of ITSM, ITIL, IT processes, service delivery, and IT operations, with Jira Service Management or similar ITSM/ticketing experience
  • Technical knowledge of operating systems, endpoints, networking, SaaS applications, cloud technologies, and user access management
  • Experience with SSO, MFA, account provisioning, user lifecycle management, and cybersecurity, including access controls and endpoint security
  • Experience coordinating IT projects, service improvements, escalations, and operational initiatives across technical teams
  • Experience maintaining technical documentation, SOPs, and knowledge bases
  • Strong problem-solving, prioritization, customer service, stakeholder management, and English communication skills
  • Availability to work New York business hours (Eastern Time), including daylight saving adjustments
Preferred
  • Experience with Microsoft 365 or Google Workspace and Okta, Microsoft Entra ID, Intune, or Jamf
  • Experience supporting a global organization or remote/distributed IT team
  • Certifications in ITIL, Project Management, Information Security, Microsoft, Google, Apple, or related disciplines
Responsibilities
  • Lead the Tier 1 Help Desk team through coaching, training, performance management, and professional development
  • Manage daily IT service delivery and operations, including ticket prioritization, workloads, backlogs, and SLA/KPI performance across response time, resolution, first-contact resolution, satisfaction, and ticket aging
  • Resolve complex incidents and coordinate escalations with Tier 2, Tier 3, Security teams, and external vendors
  • Improve IT processes, workflows, procedures, and knowledge documentation while leading service improvement initiatives that reduce recurring issues and ticket volume
  • Oversee onboarding/offboarding, account provisioning, permissions, access management, and endpoint deployment
  • Support SaaS/cloud applications, IAM, collaboration tools, endpoint management, and ITSM/ticketing platforms
  • Partner with Security, HR, Operations, and R&D on IT operations, projects, and service improvements
  • Maintain cybersecurity and information security compliance, including least-privilege access and secure data handling
About the Client Our client is an innovat
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