IT Service Desk Operations Manager

2 days ago

Manila, National Capital Region, Philippines beBeeService Full time ₱900,000 - ₱1,200,000
IT Service Management Expert

Excis is a global IT support leader driven by innovation and collaboration. We are looking for an expert in IT service management to serve in a crucial frontline role.

This is a strategic leadership position 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.

Key responsibilities include leading and managing regional service desk teams to deliver high-performing 24/7 global support, ensuring SLA compliance, first-response metrics, and ticket management.

Additionally, you will drive service excellence through consistent processes, training, performance management, service reviews, and collaboration with regional leads on capacity, RAG status, coaching, and improvement plans.

Other key responsibilities include monitoring and improving call quality, ticket handling, escalation management, and engineer dispatch coordination to enhance customer satisfaction.

Furthermore, you will analyze trends and recurring issues to implement preventative solutions, while acting as a liaison between service desk operations, customers, and internal stakeholders.

Finally, you will develop KPIs and performance dashboards for leadership, and lead incident response to support business continuity during critical situations.

Requirements
  • 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

Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Information Technology

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