IT Service Desk Manager
2 weeks ago
Excis is a global IT support leader globally, driven by innovation and collaboration. We're looking for an IT Service Desk Manager to serve in a crucial frontline role, responsible for coordinating the successful delivery of IT field services to our internal IT team. This is a strategic leadership role 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.
You'll be responsible for ensuring smooth coordination, high service quality, proactive communication, and effective incident and request management.
What You'll Do:
- Lead and manage regional service desk teams (Americas, EMEA, APAC) to deliver high-performing 24/7 global support, ensuring SLA compliance, first-response metrics, and ticket management.
- Drive service excellence through consistent processes, training, performance management, service reviews, and collaboration with regional leads on capacity, RAG status, coaching, and improvement plans.
- Monitor and improve call quality, ticket handling, escalation management, and engineer dispatch coordination to enhance customer satisfaction.
- Analyze trends and recurring issues to implement preventative solutions, while acting as a liaison between service desk operations, customers, and internal stakeholders.
- Develop KPIs and performance dashboards for leadership, and lead incident response to support business continuity during critical situations.
What You Need:
- 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 to join Excis in Manila and be at the forefront of IT Service Management
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