Service Desk Manager

1 hour ago

Manila, National Capital Region, Philippines Nezda Global Full time ₱1,200,000 - ₱3,600,000 per year

About the Role

You'll oversee a large, multi-geo Service Desk organization with 200+ FTEs. You'll be responsible for delivery excellence, financial performance, client engagement, and continuous improvement across all service desk operations.

Key Responsibilities

  • Lead and manage Service Desk teams of 200+ FTE across multiple geographies
  • Oversee daily, weekly, and monthly service delivery performance
  • Drive SLA, KPI, and overall service desk metric adherence
  • Manage client relationships and ensure consistently high customer satisfaction
  • Own financial management including margins, top line, bottom line, and levers
  • Partner closely with both client and internal senior leadership
  • Identify transformation and service improvement opportunities
  • Bridge communication between client teams and delivery operations
  • Sponsor and lead service reporting and delivery review meetings
  • Oversee resource planning, project management, and quality control
  • Lead vendor management and executive-level relationship handling
  • Support retail store support Service Desk operations (preferred)

Must-Have Qualifications

  • Minimum
    17+ years
    of total work experience
  • Experience managing
    200+ FTE
    in a
    Global Service Desk
    setup
  • Strong understanding of
    SLA, KPI, and service desk metrics
  • Hands-on
    financial management
    experience (margins, top/bottom line)
  • Proven experience in
    client-facing
    and stakeholder management roles
  • Ability to work
    night shifts
    as required
  • Strong leadership, planning, decision-making, and problem-solving skills
  • Must be a
    college graduate

Good-to-Have

  • Experience in
    Retail Store Support Service Desk
    operations
  • Background in service transformation initiatives

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