IT Desk Side Lead (Team Leader Level)
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SupportNinja is an omnichannel provider of customer care and back-office support solutions. We primarily work with VC-funded technology companies in Silicon Valley and around the world. Our service is vital to the core operations and functionality of consumer-focused apps, software, and platform-based technology companies.

SupportNinja originally started out as SupportMonk in early 2014. Originally based in India, It grew to a team of over 50 Linux Support Engineers before our founder, Cody McLain established SupportNinja to serve an emerging market. There was an underserved niche of customer support needed for fast-growing tech startups.

After much research, Cody established an office in the Philippines and grew the company to a team of over 100 Ninja’s before appointing fellow entrepreneur, Connor Tomkies to be CEO.

The duo form a unique partnership, as Cody’s passion exists with technology and processes while Connor loves working with people. The company now employs 250+ people in its Philippine office with ambitious expansion plans.

Today, SupportNinja is a company that services some of the biggest names in tech and is helping to scale everything from a Fortune 500 company to small startups just blooming.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity!
  • Stress-free start up accounts
  • HMO + 1 dependent upon hire!
  • Life Insurance upon hire!
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary!




PRIMARY OBJECTIVES: Desk Side Lead is mainly responsible in leading the Desk Side unit in providing technical assistance to computer users; Answer inquiries or resolve desk side related concerns for end users both in person, or via telephone or remotely. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems





Main Duties and Key Responsibilities:

  1. Answers user inquiries regarding computer software or hardware operation to resolve problems

  2. Oversees the daily performance of computer systems and team members under the Desk Side unit

  3. Understands and cascades technical manuals, confer with team members, and spearhead conducting of computer diagnostics to investigate and resolve problems or to provide technical assistance and support

  4. Directs set up equipment for employee use, performing and ensuring proper installation of internet cable, operating systems, or appropriate software

  5. Prepares training materials and procedures and train users in the proper use of hardware or software

  6. Validates major hardware or software problems or defective products to IT Manager, vendors and technicians for service

  7. Conducts commands and observe system functioning to verify correct operations and detect errors

  8. Reviews and submits records of daily data communication transactions, problems and remedial actions taken, or installation activities to the IT Manager

  9. Spearheads the installation and performing minor repairs to hardware, software, or peripheral equipment, following design or installation specifications

  10. Prepares evaluations of software or hardware, and recommends improvements or upgrades

  11. Confers with IT Manager and end users to establish requirements for new systems or modifications

  12. Modifies and customizes commercial programs for internal needs

  13. Delegates the periodic inspection of equipment and reviews inventory on a timely manner; reports any discrepancies to the IT Manager whenever needed

  14. Spearheads office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis

  15. Responds to support requests in Help Desk Ticketing system

  16. Organizes and takes care of printer supplies



  1. Graduate of BS IT, Computer Science or any trade equivalent; Undergraduates are welcome to apply, given that the minimum working requirement is fulfilled

  2. Minimum of 3 years of working experience in Desk Side or any equivalent

  3. Technology Skills including Troubleshooting, Technology Design, and Operational Monitoring

  4. Must have experience being a Team Leader.

  5. Expertise on Enterprise hardware and software applications

  6. Complex Problem Solving Skills

  7. Excellent organizational, analytical, and problem-solving skills

  8. Business acumen and ethical practice

  9. Good prioritization skills and be flexible enough to adapt plans

  10. Knowledgeable in measurement and evaluation preparation

  11. Good communication and platform skills

  12. Fosters unity and teamwork

  13. Role model of company values and brand identity

  14. Able to work with tight deadlines and within constraints

  15. Possesses exemplary team leading skills

  16. Ability to lift and carry equipment when necessary

*The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary"