Sr. Director

2 days ago

Taguig, National Capital Region, Philippines Nezda Technologies, Inc. Full time $90,000 - $120,000 per year

Position: Sr. Director - IT Service Desk

Location: Taguig Site

Work Schedule: Night Shift / Shifting

Work Set-up: On Site

Employment Type: Full Time and Direct Hire

Job Qualifications:

  • Candidate must be a Bachelor's Degree holder of Information Technology, Computer Science or any relevant course.

  • Must have at least 10+ years experience in BPO IT experience, with at least 8+ years in Senior Leadership, managing large-scale IT Service Desk Team.

  • Proven success in leading global, multi-tier service desk teams supporting enterprise-level clients.

  • Solid understanding of service desk tools (e.g., ServiceNow, Jira, BMC Remedy).

  • Strong business acumen, communication, and stakeholder management skills.

  • Proven experience in Crisis management, Financial Planning, and Business Continuity Planning.

  • Current experience in a BPO or outsourcing environment is highly preferred.

Job Description:

We are seeking for an experienced and strategic Senior Director for our IT Service Desk operations. This role will lead IT support teams to ensure seamless delivery of end-user IT services, drive operational excellence, improve customer satisfaction, and support the fast-paced needs of a multi-client BPO organization.

  • Lead and manage global IT Service Desk operations, ensuring 24x7 support across multiple geographies and clients.

  • Assess, develop and implement IT service strategies aligned with business objectives and ITIL best practices.

  • Oversee incident, problem, request, and change management processes to ensure timely resolution and SLA adherence.

  • Drive continuous improvement initiatives through root cause analysis, automation, and service optimization.

  • Monitor and report on key performance metrics (KPIs), service levels, and customer satisfaction scores.

  • Manage budgets, resource planning, vendor contracts, and technology investments related to the service desk.

  • Ensure compliance with regulatory, security, and corporate IT standards.

  • Champion a culture of service excellence, accountability, and innovation within the IT support organization.

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