Service Technology

Service Desk Manager

In the Manila we are looking for an engaged and hands-on Service Desk Manager who can work onsite in the office a minimum of two days per week (Monday to Friday) and accommodate flexible working hours.

As the Service Desk Manager, you will be responsible for ensuring the seamless operation of our 24/7 service desk team. You will be responsible for maintaining high service quality, managing resources, and leading a dedicated team to provide exceptional technical support across the organization. The ideal candidate will possess strong technical expertise, effective leadership and troubleshooting skills, and the ability to work independently while driving continuous improvement in a fast-paced, dynamic environment.

Role and Responsibilities

  • Oversee the day-today operations of the service desk team, ensuring timely and accurate response to in scope services and support requests
  • Ensure round-the-clock availability of the service desk team, including managing shift schedules and staffing levels to maintain 24/7 coverage in adhering to Service Level Agreements (SLAs)
  • Manage and prioritize incident and service request tickets, ensuring proper categorization, escalation, and resolution within agreed SLAs
  • Apply strong troubleshooting skills to assist the team in diagnosing and resolving complex technical issues, providing hands-on support when needed
  • Analyse incident trends and proactively implement measures to reduce recurring issues and improve overall service quality
  • Collaborate with other IT teams to resolve complex technical problems and ensure timely incident resolution
  • Lead, mentor, motivate a team of service desk professionals, including hiring, training and performance management, and coaching team members to strengthen their technical and troubleshooting skills
  • Create, review and continuously improve service desk processes and procedures to enhance efficiency, productivity, and customer satisfaction
  • Oversee the handling of incidents and requests, ensuring high quality, team performance and accurate reporting
  • Manage resources effectively, including budgeting, resource allocation to ensure cost-effective service delivery
  • Conduct daily, weekly, monthly, quarterly and annual reporting
  • Generate and analyse service desk performance reports and metrics to identify trends, areas for improvement, opportunities for enhancing service quality, presenting the findings to senior management
  • Foster a culture of continuous improvement within the service desk team by prompting best practices and implementing innovative solutions
  • Coordinate and lead the service desk team during emergency situations and major incidents, ensuring a swift and effective response
  • Direct manage a team of five service desk specialists providing 24/7 shift support, including hiring, training and performance management
  • Provide people management for two DevOps Engineers

Administrative Responsibilities

  • Oversee administrative tasks related to the service desk team, including reviewing and approving leave requests, overtime hours, and shift changes.
  • Monitor attendance and timekeeping records, identifying patterns of excessive absenteeism or validating leaves, and addressing potential issues proactively.
  • Manage disciplinary issues and performance concerns, addressing and escalating disciplinary matters to the HR department as needed.
  • Foster a positive, fair and compliant work environment in line with company policies and procedures.

Qualifications and Experience

  • Ability to work onsite in Manila a minimum of two days per week (Monday to Friday) and accommodate flexible working hours
  • 5+ years of experience in managing a 24/7 service desk team, ideally in an international Tech environment with hybrid/ remote working culture
  • Strong background in using tools like Slack, Jira, Confluence and FreshService
  • Hands-on experience in handling tickets (incident, service request, change)
  • Solid understanding of Service Management principles (ITIL or equivalent)
  • Strong technical troubleshooting skills and experience guiding and training team members
  • Ability to work effectively under pressure and handle high-stress situations
  • Proven ability to mentor and develop a service desk team, fostering a culture of efficiency and accountability
  • Demonstrated experience handling basic administrative responsibilities and managing team attendance and performance issues
  • Fluent in spoken and written English
  • Good communication, problem-solving, and analytical skills in fast-pace, rapid evolving environments

Preferred Experience

  • Bachelor’s degree
  • Familiarity with ticketing tools Jira Service Management and FreshService
  • Knowledge of IT infrastructure in cloud environments
  • ITIL v4 certification (preferred but not required)

Interested in this job?

  • Fill out the form below to apply.

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Thank you for your interest to work at Calay. Your details have been forwarded to the team that would best fit your skills and experience.

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