Role: Service Desk Manager
Location: Taguig Site
Schedule: Night Shift
Work Set-up: On Site
Employment Type: Full Time and Direct Hire
About the Role
We are seeking a highly motivated and experienced Service Desk Manager to oversee day-to-day IT support operations, ensuring efficient resolution of incidents, requests, and escalations. This role requires strong leadership skills, technical expertise, and a customer-first mindset to drive high service quality and end-user satisfaction.
- Lead and supervise the Service Desk team, providing coaching, mentoring, and performance management.
- Ensure timely logging, tracking, and resolution of incidents and service requests in line with SLAs.
- Act as an escalation point for complex technical issues, coordinating with second- and third-line support teams when needed.
- Prepare reports and metrics on service performance, identifying areas for improvement.
- Collaborate with IT leadership to align service desk operations with broader IT strategy and business needs.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- 8+ years of experience in IT support/service desk operations, with at least 3+ years in a Managerial role.
- Should have Global Service Desk domain overseeing at least 200+FTEs
- Solid technical troubleshooting skills across hardware, software, networking, and user support.
- Proficiency with ticketing systems (e.g., ServiceNow, JIRA, Remedy, or similar).
- Excellent communication, leadership, and problem-solving skills.
