IT Service Desk Lead (Healthcare) - Philippines

Join Our Team at Skin and Cancer Institute!

Are you passionate about dermatology and skin health? Do you thrive in a dynamic, patient-focused environment? Skin and Cancer Institute is looking for dedicated professionals to join our team!

Why Join Us?

At Skin and Cancer Institute, we are committed to excellence in dermatology, skin cancer treatment, and cosmetic procedures. We offer a supportive and collaborative work culture where your skills and dedication make a real impact.

Summary of 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. We are not a recruiting agency . 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.

• Work Category: Full-time, Permanent, Remote
• Work Schedule: Monday - Friday, 8AM - 5PM PST (some extended hours as needed)

What You’ll Do:

• 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

What We’re Looking For:

• 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

What We Offer:

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

Apply Today! Be a part of a dynamic team that’s transforming skin health.

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