Service Desk Manager

1 day ago

Manila, National Capital Region, Philippines Nezda Global Full time ₱100,000 - ₱150,000 per year

About the Role

You will manage end-to-end service desk operations, ensuring SLA targets are met, financial performance is optimized, and teams are equipped to handle multilingual and global client requirements. This role is 100% onsite, with locations in Taguig and Pasig, and operates on a night shift.

Key Responsibilities

  • Lead and manage multilingual service desk teams in a BPO environment.
  • Ensure SLA achievement and client satisfaction across all accounts.
  • Oversee incident management, escalation handling, and service reporting.
  • Manage profit and loss (P&L) for assigned accounts.
  • Drive operational improvements and implement ITIL best practices.
  • Build and maintain strong client relationships.
  • Ensure compliance with contractual obligations and company standards.

Must-Have Qualifications

  • At least 2 years of experience as a Service Desk Manager or equivalent leadership role.
  • Solid experience managing BPO service desk accounts.
  • Experience handling multilingual teams.
  • ITIL training or certification (Foundation or higher).
  • Experience in financial management (P&L ownership).
  • Amenable to 100% onsite work in Taguig or Pasig.
  • Willing to work on a night shift.

Good-to-Have

  • Background with target companies such as Cognizant, Concentrix, or similar.
  • Strong stakeholder management experience.
  • Familiarity with service desk tools and reporting systems.

Why Join Us

  • Lead high-impact service desk operations for top-tier clients.
  • Competitive salary up to PHP 150,000.
  • Work in a dynamic, multilingual environment.
  • Direct influence on operational strategy and performance outcomes.

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