IT Service Desk Manager, Corporate IT (Philippines Remote)
Core
Lead the IT Service Desk to ensure effective Level 1 support, operational governance, and continual service improvement for the organization.
Role type
Senior IT Service Desk Manager
Builds
High-quality, employee-focused support service and operational efficiency
Domain
Corporate IT / IT Service Management (ITSM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
IT Service Desk management, ITSM principles, macOS/Windows endpoint management (Jamf, Intune), KPI/SLA tracking, incident/request management, team leadership, process improvement, Jira Service Management, stakeholder collaboration
Preferred skills
Executive-level reporting, omnichannel contact center experience, AI-enabled tools, coaching/mentoring
Technologies
Jamf, Microsoft Intune, Jira Service Management
Responsibilities
Provide overall leadership of the IT Service Desk team; Own operational performance including service levels and ticket metrics; Define and report on KPIs and SLAs; Drive continual service improvement and automation; Manage staffing, scheduling, and resource allocation; Lead major escalations and high-priority incidents; Develop and maintain ITIL-aligned policies and procedures; Produce operational and management reports; Lead recruitment and onboarding; Partner with internal stakeholders to improve support experience.
Seniority
Senior, hands-on IC with team leadership
