IT Service Desk Manager, Corporate IT (Philippines Remote)

Job Description:

• Lead the IT Service Desk team to ensure effective Level 1 support and a high-quality employee experience.
• Drive continual service improvement through automation, standardization, and knowledge management.
• Collaborate with engineering and ITSM teams to enhance escalation processes and service quality.

Key Responsibilities and Outputs:

• Own operational performance of the Service Desk, including SLAs, KPIs, and customer satisfaction.
• Manage staffing, scheduling, and resource allocation for global support coverage.
• Develop policies and procedures aligned with ITIL and organizational best practices.

Qualifications:

• Demonstrated experience managing an IT Service Desk or technical support function.
• Strong knowledge of macOS/Windows endpoint management, including Jamf and Microsoft Intune.
• Proven ability to drive service improvements and manage performance metrics.