Service Desk Manager

SERVICE DESK MANAGER

At FMC, our employees are guided by our purpose: Innovation for Agriculture, Solutions for the Planet. We provide farmers innovative solutions that increase the productivity and resilience of their land. From our industry-leading pipeline to novel biologicals and precision technologies, we are passionate about the power of science to solve agriculture's biggest challenges.

For more than a century, FMC has successfully delivered some of the of the industry's most advanced, innovative solutions that protect farmers' crops from destructive pests and disease, while also protecting the environment. We are committed to fulfilling our mission of discovering new herbicide, insecticide and fungicide active ingredients, product formulations and pioneering technologies that are consistently better for the planet.

Position Summary

The IT Service Desk Manager is responsible for managing the day-to-day operations of the global IT Service Desk, ensuring high-quality, efficient, and reliable support of business users across the enterprise. The incumbent will be the liaison between internal IT professionals, SMEs, field IT services, the third-party vendor and its agents and must ensure that service desk process is followed and that service level agreements (SLAs) are met or exceeded. The IT Service Desk Manager is a critical role, accountable for enhancing user satisfaction, ensuring the IT service desk aligns with organizational and business needs and that it continues to improve through the targeted implementation of related emerging technologies and left-shift enhancements.

Reporting to: Global Director, Infrastructure & Operations

Location: Taguig, Philippines

The Role

Service Desk Operations:

• Manage the daily operations of the IT Service Desk, including incident, request, and problem management processes.

• Oversee ticket workflows to ensure proper severity and level assignment, prompt resolution of issues in line with SLAs and organizational policies.

• Monitor and report on Service Desk performance metrics, identifying areas for improvement.

• Document and react to daily operation anomalies including incident reporting, system failures and security breaches.

Vendor Management:

• Serve as the primary point of contact for the third-party vendor managing outsourced service desk functions.

• Ensure vendor adherence to SLAs, policies, standards, and other contractual agreements.

• Conduct regular performance reviews with the vendor and address any performance gaps.

• Work closely with the vendor to continuously improve the Service Desk operation.

Team Leadership and Development:

• Provide leadership, coaching, and guidance to service desk staff to maintain a high-performing team.

• Work closely with Service Desk provider to work out schedules, resource allocation, and workload distribution to meet support demand effectively.

• Foster a culture of accountability, collaboration, and continuous improvement.

User Experience and Support:

• Address customer complaints and escalations and report them to IT Management.

• Ensure the delivery of a seamless and positive support experience for all end users.

• Act as an escalation point for complex issues, resolving them with a focus on user satisfaction and operational efficiency.

• Solicit feedback from users to identify and implement improvements in service delivery.

Process Improvement and Innovation:

• Evaluate current service desk tools, processes, and practices, recommending enhancements to improve efficiency and effectiveness.

• Develop and maintain documentation for service desk procedures, policies, and workflows.

• Review corporate IT services Standard Operating Procedures (SOPs) and recertify annually for accuracy.

• Drive automation and self-service initiatives to reduce manual workloads and empower end users.

Collaboration and Communication:

• Work closely with Digital IT leadership and other Digital IT teams to align service desk operations with broader Digital and business goals.

• Ensure effective communication of planned outages, updates, and changes that impact end users.

• Collaborate on change management efforts to minimize disruption and enhance user adoption of new technologies.

The Candidate

• BS or BBA in Computer Science or comparable technical curriculum required, MBA preferred

• Min 8 to 10 years of experience in IT service desk management with at least 7 years in a leadership capability.

• Experience managing and working with third-party vendors or managed service providers is a must.

• Proficiency with IT Infrastructure and networking, Windows 10/11desktop support in a managed corporate environment, Office 365, and Active Directory/Entra ID identity management, protocols, and technologies is a must.

• Effective communication, presentation, analytical, time management skills.

• Strong customer service, client support, and vendor management skills.

• Proficiency with service management tools (e.g., ServiceNow, Jira Service Management, or equivalent).

• Proven ability to analyze metrics, identify trends, and implement effective improvements.

• Accountable, adaptive, inclusive, innovative, strategic, collaborative.

• ITIL and HDI certification(s) preferred.

• Experience with Service Desk migration(s) preferred.

• Experience in a customer service ticketing system, Service-Now preferred.

• Strong knowledge of ITIL frameworks and best practices.

• Demonstrates adaptability and readiness to support operations beyond standard business hours.