Service Desk Manager

The Service Desk Manager owns the performance, strategy, and leadership of Global Service Desk team, with a focus on delivering exceptional client experience and building a high-performing support organization. This role is responsible for leading Service Desk Team Leads and Technicians located in the Philippines, ensuring operational excellence, SLA achievement, customer satisfaction, staffing, process maturity, and employee development. The Manager develops future leaders, drives accountability, supports continuous improvement initiatives, and ensures consistent service delivery aligned with client and organizational objectives.

The Service Desk Manager serves as the operational leader of the Global Service Desk organization and is expected to be a visible and active leader who fosters a strong team culture through regular engagement, professional development, recognition programs, and periodic in-person team events. The role is reporting to the Director of Managed Services Delivery.

Supervisory Responsibilities

• Directly manage Service Desk Team Leads and oversee all Service Desk Technicians.
• Conduct regular one-on-one meetings with Team Leads and Service Desk Technicians to review performance, challenges, and development plans.
• Approve time off, manage scheduling conflicts, and ensure adequate coverage across all shifts.
• Own hiring, onboarding, and offboarding for all Service Desk staff, including defining requirements, conducting interviews, making selection recommendations, and confirming readiness before independent queue work.
• Provide performance feedback, handle disciplinary actions, and lead annual performance reviews.
• Set goals and development plans for team members in alignment with organizational objectives.
• Own training programs, certification tracking, and cross-skilling, maintaining an accurate record of each team member's progress against their learning path.
• Promote a culture of accountability, professionalism, and continuous improvement.
• Develop and mentor Team Leads to create a strong leadership pipeline within the Global Service Desk organization.
• Partner with Human Resources and Managed Services leadership to recruit, onboard, and retain Service Desk personnel located in the Philippines.
• Foster a culture of accountability, collaboration, customer service, and continuous improvement across a geographically distributed support team.
• Organize and lead periodic in-person team gatherings, training sessions, workshops, and team meetings to strengthen technical capabilities, collaboration, and employee engagement.
• Promote a positive and inclusive team culture through employee recognition activities, team-building events, and engagement initiatives that support retention and morale.
• Foster strong working relationships across the Service Desk organization through regular team interactions, knowledge-sharing sessions, and professional development opportunities.

Responsibilities

• Manage daily service desk operations, ensuring tickets are assigned, prioritized, and resolved on time.
• Review and follow up on high-priority tickets to ensure resolution and client communication.
• Own client escalations directly through to confirmed closure, with cause and resolution recorded.
• Oversee staffing schedules, approve time off, and adjust coverage to maintain SLA compliance.
• Conduct daily and weekly check-ins with Team Leads and technicians on workload and performance.
• Audit tickets and interactions for quality, documentation, and process adherence.
• Provide hands-on coaching, feedback, and support to service desk staff as needed.
• Track and report KPIs including volume, resolution time, first-call resolution, and satisfaction.
• Escalate unfillable coverage gaps in advance of the gap, with proposed mitigation.
• Raise recurring or systemic issues with problem statements and proposed corrective actions.
• Escalate performance or conduct concerns and departure risks to the Director and HR before acting.
• Own the upkeep and accuracy of service desk documentation.
• Coordinate with infrastructure, projects, and service delivery on cross-functional service issues.
• Ensure technicians progress against learning paths and certification goals.
• Lead the day-to-day operations of Global Service Desk organization.
• Ensure staffing, workforce planning, scheduling, and coverage models support client requirements and service level commitments.
• Drive employee engagement, retention, training, and career development initiatives for the Philippines-based Service Desk team.
• Establish consistency in service delivery, reporting, documentation, escalation management, and operational processes across the Service Desk.