AI-Driven Service Desk Transformation Lead

Willis Towers Watson; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

You will analyze trends and collaborate with technology teams on modernization initiatives, contributing to a data-driven, scaled digital support program across the organization.

Qualifications

• Proven experience leading or coordinating Service Desk, IT Support, Customer Support, or IT Operations teams.
• Working knowledge of ITIL and IT Service Management practices.
• Experience managing service levels, KPIs, customer satisfaction, and team performance.
• Experience supporting service or process improvement initiatives.
• Exposure to AI-enabled support, automation, knowledge management, or digital workplace technologies.
• Strong interest in emerging technologies and their practical application to Service Desk operations.
• Strong communication, coaching, collaboration, and stakeholder management skills.
• Ability to lead teams through process, technology, and operational change.
• Strong analytical and problem-solving skills.
• Ability to translate operational data and trends into practical improvement actions.

Responsibilities

• Lead and coordinate day-to-day Service Desk activities and team performance.
• Support achievement of service levels, KPIs, quality, and customer satisfaction targets.
• Coach team members and promote knowledge sharing and best practices.
• Drive adoption of AI-enabled support, self-service, automation, and knowledge management.
• Monitor digital support adoption, usage, ticket deflection, and service trends.
• Support implementation and rollout of new digital support capabilities.
• Promote governance, quality, and knowledge management standards.
• Analyze operational and AI trends to identify improvement opportunities.
• Contribute to continuous improvement and Service Desk modernization initiatives.
• Support change, communication, and training activities across the team.

Skills

Service Desk leadership

ITIL

KPI management

AI-enabled tools

Digital workplace

Tools

Moveworks Flash AI

Job description

You will analyze trends and collaborate with technology teams on modernization initiatives, contributing to a data-driven, scaled digital support program across the organization.