IT Support Transformation Specialist

3 days ago

Makati City, National Capital Region, Philippines beBeeManager Full time ₱88,000 - ₱120,000
Service Desk Manager Role

We are seeking a dynamic IT Service Desk Manager to lead and inspire a global, high-performing team that supports over 7,000 users. In this pivotal role, you will drive service transformation through AI, automation, and self-service innovation, streamlining operations and shaping future-ready IT support.

The ideal candidate will have experience managing a global or large IT Service Desk in a 24/7 operating model, with strong knowledge of ITIL and IT Service Management frameworks, and hands-on use of ITSM tools such as ServiceNow, Ivanti, Halo, Jira, or Remedy.

A highly organized, adaptable, and resilient individual, skilled in stakeholder management and communication with senior leaders, auditors, and business users is required. Additionally, the ability to coach and develop high-performing teams, prepare for and support ISO 20000/27001 audits, and apply automation platforms, workflow tools, or AI-driven solutions that streamline operations is necessary.

Key Responsibilities
  • Lead and inspire a global Service Desk team to deliver exceptional 24/7 IT support for 7,000+ users.
  • Champion a customer-first culture, driving high levels of customer satisfaction through service excellence.
  • Drive transformation through AI, automation, and self-service, reducing manual effort and creating scalable, future-ready support.
  • Ensure operational excellence by tracking KPIs, SLAs, and service quality, embedding Continuous Service Improvement.
Benefits

You will become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential.

  • Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
  • Vesting/Retirement package
  • Opportunities for career growth and development
  • Access to well-being programs
  • Flexible schedule, hybrid work arrangement and work-life balance
  • Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures
About Us

We are a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of a prestigious institution. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

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