Job Description

Work Schedule: Full- time, 4/10 schedule (4 days/ week, 10- hour shifts), US Eastern Time 

Position Type: Full- time employment

ABOUT THE ROLE

Are you a  tech- savvy problem solver with helpdesk experience and leadership skills?

Join Acuity Technologies and lead a remote team that  supports enterprise clients across North America.

As a Lead Service Desk Technician , you’ll provide frontline support for mobile and IT services while supervising junior techs, ensuring high- quality ticket handling, and mentoring team members. You’ll work from home, following a 4/10 night shift schedule aligned to US Eastern Time.

ABOUT ACUITY

Acuity Technologies provides communications services— including VoIP and mobile device management— to business clients across the US and Canada. We’re based in Tampa, Florida, and have been operating for 20 years. Despite being a small team, we support some of the largest enterprises in North America. We value professionalism, innovation, and collaboration.

BENEFITS ENJOYED BY ACUITY TEAM MEMBERS

We value our team and ensure they feel rewarded. In addition to health insurance and paid time off, team members may be eligible for:

• Merit bonuses
• Anniversary bonuses
• Birthday bonuses
• Remote work flexibility
• A collaborative and supportive work environment

POSITION SUMMARY

The Lead Service Desk Technician provides frontline support to end-users by phone, email, and ticketing systems. This role includes supervisory responsibilities, such as mentoring junior technicians, ensuring quality control of support tickets, and handling escalating issues when appropriate. You will also assist with onboarding and training new team members and contributing to process improvement.

KEY RESPONSIBILITIES

• Provide daily technical support for mobile phones, tablets, and other end-user devices
• Maintain contracted SLAs while delivering exceptional customer service
• Field inbound and outbound support calls
• Work across multiple systems simultaneously
• Independently diagnose and resolve technical issues
• Supervise and support junior service desk staff
• Ensure adherence to documentation and process standards
• Participate in rotational on-call schedule and support after-hours issues as needed

WHAT WE’RE LOOKING FOR

• Ability to pivot in a fast-paced, high-stress environment
• Strong attention to detail and data accuracy
• Professional written and verbal communication skills
• Pleasant, professional demeanor and a strong work ethic
• Leadership mindset with the ability to mentor others and drive team performance

REQUIREMENTS

• At least 1 year of relevant IT helpdesk or mobility support experience
• Familiarity with SLA- driven ticketing systems ( e. g., Zendesk, ConnectWise, ServiceNow)
• Strong verbal and written English skills. 
• Must have a stable internet connection and dedicated workspace
• Ability to work night shift and rotational schedules
• Demonstrated leadership or mentorship experience is a plus

COMPENSATION & BENEFITS

• Remote Work Support: Company- issued equipment ( if applicable)
• Bonuses: Eligibility for performance- based, anniversary, and birthday bonuses
• Opportunities for Growth: Internal promotion, training, and professional development

EQUAL OPPORTUNITY EMPLOYER

Acuity Technologies is an equal opportunity employer. We do not discriminate on the basis of race, gender, sexual orientation, age, religion, marital status, disability, or any other protected category. All qualified applicants residing in the  Philippines and authorized to work locally are encouraged to apply.

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