IT Service Desk Manager

3 weeks ago


Manila, National Capital Region, Philippines Excis Compliance Full time
Overview

WE'RE HIRING FOR AN IT SERVICE DESK MANAGER AT MANILA

Excis is a global IT support leader, driven by innovation and collaboration. We're looking for an IT Service Desk Manager to serve in a crucial frontline role, responsible for coordinating the successful delivery of IT field services to our internal IT team. This is a strategic leadership role that requires a big-picture thinker with a hands-on approach. You will oversee global service desk operations, manage regional teams, uphold SLAs, and drive continuous improvement in support delivery. You'll play a pivotal role in shaping the user support experience across our global customer base.

You'll be responsible for ensuring smooth coordination, high service quality, proactive communication, and effective incident and request management.

What You'll Do
  • Lead and manage regional service desk teams (Americas, EMEA, APAC) to deliver high-performing 24/7 global support, ensuring SLA compliance, first-response metrics, and ticket management.
  • Drive service excellence through consistent processes, training, performance management, service reviews, and collaboration with regional leads on capacity, RAG status, coaching, and improvement plans.
  • Monitor and improve call quality, ticket handling, escalation management, and engineer dispatch coordination to enhance customer satisfaction.
  • Analyze trends and recurring issues to implement preventative solutions, while acting as a liaison between service desk operations, customers, and internal stakeholders.
  • Develop KPIs and performance dashboards for leadership, and lead incident response to support business continuity during critical situations.
What You Need
  • ITIL v4 Expert Certification: Demonstrates a strong foundation in ITIL best practices, focusing on flexibility and integration with Agile, DevOps, and other modern IT methodologies.
  • ITIL Managing Professional Level: Reflects advanced expertise in service lifecycle management essential for seamless global service desk operations.
  • Proven experience managing shift-based teams across multiple time zones to ensure consistent 24/7 support coverage.
  • Hands-on proficiency with service desk tools and ticketing systems such as ManageEngine, ServiceNow, and Zendesk, along with performance dashboard management.
  • Excellent skills in communication, escalation handling, customer service, driving change, leading by example, and fostering a culture of accountability and operational excellence.
Why Join Us

At Excis, your work matters. You'll be part of a dynamic, hands-on team where your technical expertise directly enhances user satisfaction and operational success. We offer a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the chance to contribute to a global IT leader that values innovation and excellence.

Ready to make a difference and grow your career? Apply now to join Excis in Manila and be at the forefront of IT Service Management

Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Information Technology
#J-18808-Ljbffr
  • Service Desk Engineer

    2 weeks ago


    Manila, National Capital Region, Philippines Zenzero Full time

    Service Desk EngineerThe Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will provide exceptional standards of support to customers, across a variety of products, services and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager, to ensure tickets...

  • Service Desk Trainer

    2 weeks ago


    Manila, National Capital Region, Philippines Nordic Global Full time $70,000 - $120,000 per year

    Make a difference. Be happy. Grow your career.Managed Services Trainer - SecurityPosition Overview:The Service Desk Trainer is responsible for developing and delivering Information security related training programs to ensure that service desk staff are trained to notice red flags and prevent a data privacy breach. This role involves working with the Cyber...


  • Manila, National Capital Region, Philippines GA HR Consultancy Inc. Full time

    GA HR Consultancy is a dynamic partnership between two seasoned HR professionals, bringing together over four decades of combined experience in human resources management, talent acquisition, and strategic consulting. With a shared commitment to excellence, GA HR Consultancy provides comprehensive HR operations consulting and tailored headhunting services,...


  • Manila, National Capital Region, Philippines Indra Full time ₱1,200,000 - ₱2,400,000 per year

    Company DescriptionIndra is one of the leading global defense, aerospace, and technology companies, recognized as a world leader in digital transformation and information technologies in Spain and Latin America through its subsidiary, Minsait. Indra's business model is built on a comprehensive range of proprietary products and innovative approaches, making...


  • Manila, National Capital Region, Philippines Indra Full time

    Company DescriptionIndra is one of the leading global defense, aerospace, and technology companies, recognized as a world leader in digital transformation and information technologies in Spain and Latin America through its subsidiary, Minsait. Indra's business model is built on a comprehensive range of proprietary products and innovative approaches, making...


  • Manila, National Capital Region, Philippines Tyler Technologies Full time

    Join to apply for the Cloud Service Desk Engineer role at Tyler TechnologiesOverviewCloud Service Desk Engineer (AWS / DevOps Career Growth) – Join Tyler Technologies and be part of our ERP Cloud Platform team, supporting the AWS-powered infrastructure behind local government and school ERP systems. This role combines internal service desk support with...


  • Manila, National Capital Region, Philippines beBeeTechnical Full time $60,000 - $85,000

    Job Summary:">We are seeking a skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing high-quality technical support to our customers.">Key Responsibilities:">">Provide timely and effective resolution to customer issues via phone, email, and chat.">Manage incidents and requests within our ticketing...

  • Service Desk Analyst

    2 weeks ago


    Manila, National Capital Region, Philippines Netrix Global Full time $104,000 - $130,878 per year

    About The Opportunity  This Service Desk Analyst position is a Remote Philippines based role. At Netrix Global, the Service Desk Analyst will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management. They will require an aptitude for working with...

  • Service Desk Analyst

    3 weeks ago


    Manila, National Capital Region, Philippines Datacom Full time

    Our PurposeHere at Datacom, we connect people and technology to solve challenges, create opportunities and discover new possibilities for our communities.The Nitty GrittyWe have over 6,200 people across our global offices and generate annual revenue of over $1.2 billion, this makes us one of Australasia's largest professional IT services companies. We have...


  • Manila, National Capital Region, Philippines beBeeSpecialist Full time ₱4,500,000 - ₱8,500,000

    Job OverviewThe role of Service Desk Specialist is a vital component in delivering exceptional support to clients.This position plays a pivotal part in ensuring timely and accurate resolutions to customer inquiries.