Service Desk Manager

Service Desk Manager (IT – Service Desk BPO)

Category:
Service Desk / End User Services

Work Setup:
100% Onsite – Amenable to work in
Taguig and Pasig

Work Shift:
Night Shift

Salary Range:
Up to
₱140,000/month

Experience Required:
Minimum of
5 years total experience
, including at least
2 years in a managerial role

Job Purpose

The
Service Desk Manager
is responsible for overseeing the delivery of IT service desk operations in a BPO environment, ensuring consistent service excellence, SLA achievement, and client satisfaction. This role bridges the gap between clients and operations, managing multilingual teams, performance metrics, and service improvements while maintaining profitability and operational quality.

Key Responsibilities

Client & Service Delivery Management

• Serve as the main point of contact for clients regarding service desk delivery.
• Monitor service performance against SLAs and customer satisfaction scores.
• Communicate effectively across stakeholders to address issues and opportunities.
• Collaborate with senior management for client account growth and retention.
• Prepare and present service delivery reports, metrics, and recommendations.
• Ensure adherence to ITIL processes including incident, problem, and change management.
• Identify and implement continual service improvements.

People Management

• Lead, mentor, and develop a high-performing service desk team.
• Conduct regular one-on-one and team meetings to review performance and objectives.
• Manage onboarding, training, and performance reviews.
• Oversee attendance, leave management, and compliance with company policies.
• Foster an environment of collaboration, accountability, and continuous learning.

Financial & Operational Management

• Oversee project financials including profit and loss tracking.
• Ensure resource utilization, forecasting, and cost control are optimized.
• Maintain and report accurate timesheets, expense claims, and financial performance indicators.

Governance & Reporting

• Ensure timely and accurate delivery of reports and metrics.
• Conduct service review meetings with internal teams and clients.
• Uphold CGI values:
  Quality, Partnership, Integrity, Respect, and Financial Strength.

Qualifications

Education:

• At least a Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelor's Degree in any field.

Experience:

• Minimum
  5 years of total IT Service Desk experience
  in a BPO environment.
• At least
  2 years in a managerial role
  overseeing multilingual and client-facing accounts.
• Solid experience handling BPO Service Desk operations
  with financial accountability (profit and loss).
• Proven experience managing client accounts and SLA-based delivery.
• ITIL-trained or certified
  (required).

Skills & Competencies:

• Strong analytical, process mapping, and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficient in English (verbal and written).
• Skilled in client management, help desk operations, and project management.
• Proactive, service-oriented, and detail-focused.
• Demonstrated leadership, coaching, and team development capability.

Soft Skills & Values:

• Upholds CGI's core values of
  Quality, Partnership, Respect, Objectivity, and Integrity.
• Displays sound judgment, professionalism, and initiative.
• Capable of balancing client satisfaction and organizational financial health.

Non-Negotiable Requirements

• Experience managing
  multilingual service desk teams
  .
• Minimum of
  2 years of experience as a Manager
  .
• Must have handled
  BPO Service Desk accounts
  .
• ITIL trained or certified
  .
• Experience managing
  financials (P&L)
  .
• Strong
  client management background
  .
• Stable employment history (not a job hopper).