Service Desk Manager

2 days ago

Manila, National Capital Region, Philippines GodHeir Services Full time

Job Title:
Service Desk Manager (IT – Service Desk BPO)

Category:
Service Desk / End User Services

Work Setup:
100% Return to Office (RTO) – amenable to work in Taguig and Pasig sites

Shift:
Night shift

Salary:
Up to PHP 140,000 (depending on experience and qualifications)

Experience Required:
10+ years in relevant roles

We are a leading IT services provider seeking experienced Service Desk Managers to oversee the delivery of high-quality IT service desk operations in a BPO environment. This role focuses on managing multilingual service desk accounts, ensuring SLA achievement, driving customer satisfaction, maintaining financial performance (P&L), and fostering strong client relationships while leading operational teams.

Key Responsibilities:

  • Act as the primary point of contact between clients and operational delivery teams
  • Ensure end-to-end service delivery, SLA compliance, and high customer satisfaction scores
  • Manage incident, change, and continual service improvement processes
  • Oversee financial performance, including profit and loss for assigned accounts
  • Build and sponsor service reports, lead governance meetings, and drive service improvements
  • Collaborate with senior stakeholders on account management and growth opportunities
  • Lead and develop teams through coaching, performance management, onboarding, and resource utilisation
  • Handle people management activities, including hiring, performance reviews, disciplinary actions, and personal development plans
  • Promote best practices, quality standards, and proactive issue resolution

Requirements:

  • At least 10+ years of progressive experience in IT Service Desk / IT Support roles
  • Minimum 5-6 years in a managerial capacity (previous Team Lead/Supervisor roles will not be considered)
  • Proven experience managing BPO Service Desk accounts
  • Solid background in handling multilingual teams and operations
  • Experience managing client accounts and building long-term relationships
  • Demonstrated experience handling financials, including profit and loss responsibility
  • ITIL trained or certified
  • Strong client management, customer service, and project management skills
  • Excellent English communication (written and verbal), analytical, problem-solving, and interpersonal skills
  • Stable career history (no frequent job changes with tenures under 1 year)
  • Any Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelor's Degree

If you are a seasoned IT service delivery professional with a track record of leading BPO service desk operations, managing P&L, and delivering exceptional client outcomes, we want to hear from you

To apply:
Please submit your updated CV along with answers to the 7 screening questions below. Only shortlisted candidates will be contacted.

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