IT Service Desk Manager

3 days ago

Taguig, National Capital Region, Philippines Nezda Global Full time

Role:
Service Desk Manager

Location:
Taguig Site

Schedule:
Night Shift

Work Set-up:
On Site

Employment Type:
Full Time and Direct Hire

About the Role

We are seeking a highly motivated and experienced
Service Desk Manager
to oversee day-to-day IT support operations, ensuring efficient resolution of incidents, requests, and escalations. This role requires strong leadership skills, technical expertise, and a customer-first mindset to drive high service quality and end-user satisfaction.

  • Lead and supervise the Service Desk team, providing coaching, mentoring, and performance management.
  • Ensure timely logging, tracking, and resolution of incidents and service requests in line with SLAs.
  • Act as an escalation point for complex technical issues, coordinating with second- and third-line support teams when needed.
  • Prepare reports and metrics on service performance, identifying areas for improvement.
  • Collaborate with IT leadership to align service desk operations with broader IT strategy and business needs.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  • 8+ years of experience in IT support/service desk operations, with at least 3+ years in a Managerial role.
  • Should have Global Service Desk domain overseeing at least 200+FTEs
  • Solid technical troubleshooting skills across hardware, software, networking, and user support.
  • Proficiency with ticketing systems (e.g., ServiceNow, JIRA, Remedy, or similar).
  • Excellent communication, leadership, and problem-solving skills.

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