IT Service Desk Manager

We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

Work Shift: Monday to Friday, 8:00 AM PHT to 5:00 PM PHT

The IT Service Desk Manager (IT-SDM) leads the Service Desk and Network Operations Center (NOC) teams to deliver high-quality IT support services to internal staff and external clients globally. Our clients are primarily Managed Service Providers (IT MSPs

).This role covers SLA compliance, process improvements, strengthening client and staff confidence in our IT team, improvement service governance frameworks, and introduces measurable performance discipline across all service touchpoint

s.
Tasks and Responsibiliti

es:
Service Desk & NOC

RoleAs the leader of the service desk and NOC, the IT-SDM must provide support for internal operations and global clients, covering technologies such

• as:Incident and service request manage
• mentRemote Monitoring and Management (RMM) platf
• ormsAntivirus and endpoint security solut
• ionsNetwork infrastructure (firewalls, switches, and
• VPN)Backup systems and patch manage
• mentMicrosoft 365 administration and cloud serv
• icesVoIP and telephony sys
• temsVirtualization platf
• ormsMonitoring and alert management sys
• temsEnd-user devices and corporate IT sys
• temsTechnical support for corporate testing center operat

ions
Service Desk Operations Manag

• ementLead daily operations of the Service Desk team and oversee 24×7 NOC monitoring serv
• ices.Ensure efficient incident management, service request handling, and escalation proced
• ures.Monitor ticket queues and maintain compliance with SLAs and service stand
• ards.Ensure effective shift handovers and operational continuity across t

eams.
24×7 NOC and After-Hours Support Mana

• gementOversee the after-hours NOC team responsible for 24×7 monitoring and incident response ser
• vices.Ensure monitoring systems are functioning and alerts are handled according to escalation proce
• dures.Coordinate operational handovers between shifts and
• teams.Manage major incidents affecting infrastructure, services, or cl
• ients.Conduct post-incident reviews and implement improvement mea

sures.
Service Delivery & SLA Man

• agementEnsure service delivery processes consistently meet defined Service Level Agreements (SLAs) and performance t
• argets.Monitor key operational metrics including response time, resolution time, backlog, and SLA comp
• liance.Perform regular ticket reviews and stale ticket moni
• toring.Conduct quality assurance checks on service desk tickets and service de
• livery.Provide regular operational reports to management regarding service desk perfo

rmance.
Incident and Service Ma

• nagementTake ownership of critical incidents and ensure timely resolution with relevant technica
• l teams.Ensure ITIL-aligned processes are followed for Incident, Problem, and Request Man
• agement.Identify recurring issues and implement preventive measures for service impr

ovement.
Customer and Service

• DeliveryMaintain strong relationships with internal users and clients/
• partners.Ensure service delivery meets or exceeds client expe
• ctations.Provide regular operational reports on service desk performance
• and KPIs.Compliance and G
• overnanceEnsure service desk operations adhere to organizational policies related to information security and data
• privacy.Support the organization’s continuous compliance with ISO/IEC 27001:2022 (ISMS) standards and the Data Privacy Act
• of 2012.Ensure proper handling, protection, and confidentiality of client and organizatio
• nal data.Participate in security awareness initiatives, audits, and compliance-related activities when

required.
Operation

• al SupportCoordinate with the Head of IT and Head of Facilities on matters involving IT infrastructure and facilities o
• perations.Support internal technical services including systems used for corporate and client o
• perations.Travel may be required to support local clients and internal IT support needs when

necessary.
Team

• LeadershipLead, mentor, and develop Service Desk and
• NOC staff.Manage staffing schedules to support global clients and 24×7
• operations.Conduct staff performance reviews, coaching, an

d training.
Service Governance & Continuous

• ImprovementDesign and implement service impro
• vement plansEstablish KPI dashboards and reportin
• g governanceImprove first-call resolution and reduce repe
• at incidentsStandardize escalation validation and
• QA auditingConduct quarterly service performance audits across assig

ned accounts
Skills and Experience

Requirements:Technical Foundati

• on Must-Haves5+ years’ experience in IT Service Desk or
• IT Operations2+ years’ experience in a leadership or sup
• ervisory roleExperience managing Service De
• sk and/or NOCDeep fami
• liarity with:IT
• IL frameworksS
• LA governanceEsca
• lation modelsExperience with major ticket

ing platformsC

• ertificationsITIL Foundation or equivalent ITSM
• certificationRelevant networking, cloud, or security c

ertificat

ions
EducationBachelor’s degree in information technology, Computer Science, or a related fi

eld pr

• eferred.
  SkillsStrong leadership and people ma
• nagement skillsSolid understanding of ITIL / IT Service Manage
• ment frameworksExperience with ticketing system
• s and RMM toolsExcellent customer service and commu
• nication skillsAbility to manage incidents, escalations, and service delivery in a fast-pa

ced envir

• onment
  Benefits:Up to 1-month FREE Accommodation for those relocati
• ng to Pampanga *20 Days Paid Time Of
• f (PTO) AnnuallyHMO coverage for employee (on your first day) +1 FREE dependent upon regularizat
• ion+1 additionalReferral Bonus of up
• to Php20,000.00*ALL government m

andated benefits*Terms and