Service Desk - Tier 2 Service Desk Operations Manager

Job Description

We are looking for a highly capable and detailoriented Service Desk - Tier 2 Service Desk Manager to join our IT Support

organization. In this role, you will be responsible for overseeing Tier 2 daily operations, managing escalations, and

ensuring highquality resolution of complex incidents.

You will collaborate closely with Tier 1 teams, internal resolver groups, vendors, and client stakeholders to ensure service

continuity, SLA compliance, and customer satisfaction. This role plays a critical part in maintaining operational excellence

and driving continuous improvement across the Service Desk.

This role is fulltime and based in Manila and Pampanga site, with onsite requirements depending on business and client

needs.

Short Role Summary

The Service Desk Tier 2 Service Desk Manager is accountable for leading Tier 2 support operations, owning escalated incidents, and

ensuring consistent communication, documentation, and quality standards. The role serves as a key escalation point and

operational leader, supporting Tier 1, managing client escalations, and driving adherence to ITSM best practices.

Key Responsibilities

Escalation & Incident Management

Review escalation and triggered incident tickets to identify recurring issues and potential SLA breaches.

Take full ownership of escalated incidents from investigation through resolution and closure.

Perform advanced troubleshooting and rootcause analysis prior to further escalation.

Coordinate with vendors and internal resolver teams for followups and technical updates.

Provide regular, clear incident updates and summaries to District Managers, Store Managers, and stakeholders.

Ensure all escalation tickets are accurately updated, tagged, and documented with ETAs.

Tier 2 Incident (INC) Ticket Handling

Manage tickets escalated by Tier 1 to the Tier 2 queue.

Conduct detailed investigation, validation, and confirmation with stores or end users.

Execute additional troubleshooting before escalating to Tier 3 or specialist teams.

Document all findings, actions, and resolutions clearly within the ticketing system.

Tier 1 Collaboration & Knowledge Support

Review and respond to Tier 1 concerns requiring Tier 2 support via Slack or collaboration tools.

Provide solutions, guidance, and knowledge articles to support Tier 1 issue resolution.

Assist with forceresolving tickets when applicable and compliant with process.

Support Tier 1 teams with DIO policy clarification and escalation handling.

Tech Escalation & VIP Monitoring

Monitor tech escalation inboxes and prioritize VIPrelated incidents.

Review and respond to escalation emails from District Managers and store leadership.

Track communications from internal support groups (e.g., RTI, RIO, SPC).

Validate, update, properly tag, and route all escalated email concerns.

Inbound Call Management

Ensure Tier 2 agents follow scheduled call availability and coverage.

Monitor Tier 2 call dashboards for trends and urgent issues.

Provide troubleshooting assistance to callers when required.

Ensure all call interactions are accurately documented.

CSI Ticket Handling & Quality Oversight

Create CSI tickets for stores marked Urgent Support Required when criteria are met.

Maintain and update the CSI Tracker for weekly reporting.

Monitor daily CSI tickets to ensure proper handling by Tier 2 agents.

Coordinate with Quality Assurance to address any CSI handling gaps.

Team Leadership & Client Engagement

Lead daily team huddles covering attendance, ticket accuracy, quality of work, monitoring, and QA feedback.

Represent Tier 2 in client standups, providing team status, escalation updates, and identifying blockers.

Reinforce best practices for ticket ownership, communication consistency, and documentation quality.

Continuous Improvement & Documentation Quality

Drive improvements in work notes, resolution clarity, and ticket descriptions.

Set clear expectations with stakeholders and ensure professional, accurate communication.

Identify process gaps, recurring issues, and opportunities for operational improvement.

Promote accountability and balanced ownership across the Tier 2 team.

Skills and Requirements

MustHave

Proven experience in Tier 2 Service Desk or IT Support operations

Strong escalation and incident management expertise

Solid understanding of ITSM / ITIL processes

Advanced troubleshooting and analytical skills

Excellent written and verbal communication skills

Strong attention to documentation quality and SLA compliance

Experience working in a clientfacing or highescalation environment

NicetoHave

Prior experience in a Team Lead, Acting Lead, Senior Team Lead, Service Desk Manager, or POC role

Experience in handling VIP incidents and CSIdriven escalations

Familiarity with ServiceNow or similar ticketing tools

ITIL certification or equivalent training

Experience coordinating with vendors and external partners