SERVICE DESK MANAGER

6 days ago

Taguig, National Capital Region, Philippines Addforce Human Resources Solution Inc. Full time ₱1,040,000 - ₱1,800,000 per year

Service Desk Manager – Multilingual Service Desk Account

Location: Taguig City

Work Setup: Onsite

Schedule: Night Shift

Employment Type: Full-time

Salary: Up to ₱150,000 per month (depending on experience and expertise)

About the Role

We are looking for an experienced Service Desk Manager (SDM) to lead a Multilingual Service Desk Account in a fast-paced, enterprise-level environment. The ideal candidate will ensure world-class service delivery, manage client relationships, and drive operational excellence while maintaining financial performance.

As the SDM, you will act as the bridge between clients and our internal delivery teams—ensuring consistent service quality, client satisfaction, and continuous improvement.

Key Responsibilities

  • Build and maintain strong relationships with key client stakeholders.
  • Ensure successful service delivery through SLA achievement and high CSAT/OSAT scores.
  • Oversee end-to-end performance of service desk operations.
  • Manage incident, problem, and change processes based on ITIL best practices.
  • Lead service improvement initiatives and ensure client satisfaction.
  • Collaborate with senior management on client account growth and retention.
  • Prepare and present service and financial reports with accuracy.
  • Support and mentor service desk teams to achieve operational excellence.
  • Remove obstacles impacting customer satisfaction or financial performance.
  • Ensure adherence to company standards, escalation procedures, and KPIs.

Qualifications

Education:

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

Skills and Competencies:

  • Strong English communication skills (verbal and written).
  • Excellent analytical, problem-solving, and organizational skills.
  • Process-oriented with good documentation and reporting ability.
  • Strong leadership and interpersonal skills.
  • Proactive, service-minded, and able to handle multiple priorities.

Non-Negotiable Requirements

  • Experience managing multilingual service desk operations.
  • Minimum of 2 years experience as a Manager in a BPO environment.
  • Proven track record handling BPO Service Desk accounts.
  • ITIL trained or certified.
  • Experience in managing financials (P&L responsibilities).

Why Join Us

  • Be part of a global, multicultural environment.
  • Work with industry experts and Fortune 500 clients.
  • Competitive salary package and career advancement opportunities.
  • Collaborative and inclusive workplace culture.

Job Types: Full-time, Permanent

Pay: Php140, Php150,000.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Flexible schedule
  • Free parking
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Education:

  • Bachelor's (Preferred)

Experience:

  • Service Desk Manager: 2 years (Preferred)
  • Handling Multilingual Account: 2 years (Preferred)
  • BPO Service Desk Manager: 2 years (Preferred)
  • ITIL Trained and Certified: 2 years (Preferred)
  • Handling Financial (profit&loss): 2 years (Preferred)

Work Location: In person

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