Global Remote Service Desk Manager, MSP Leader (EST)

Booth; Philippines; Remote; PHP 1,200,000 - 1,800,000; Full time

Job summary

Booth in the Philippines is seeking a Service Desk Manager to lead the Global Service Desk, overseeing Team Leads and Technicians, drive operational excellence, ensure SLA achievement, and develop a high-performing support organization.

You will shape staffing, training, and career development, foster a culture of accountability and customer focus, and partner with HR to recruit and retain talent, while aligning delivery with client and company objectives.

Qualifications

• 7+ years of experience in IT support, service desk operations, or service delivery leadership.
• 3+ years of experience leading technical support teams within an MSP or multi-client environment.
• Experience managing distributed or remote teams, preferably within the Philippines.
• Proven experience owning staffing, workforce planning, employee development, and customer escalations.

Responsibilities

• Manage daily service desk operations, ensuring tickets are assigned, prioritized, and resolved on time.
• Review and follow up on high-priority tickets to ensure resolution and client communication.
• Own client escalations directly through to confirmed closure, with cause and resolution recorded.
• Oversee staffing schedules, approve time off, and adjust coverage to maintain SLA compliance.
• Conduct daily and weekly check-ins with Team Leads and technicians on workload and performance.
• Audit tickets and interactions for quality, documentation, and process adherence.
• Provide hands-on coaching, feedback, and support to service desk staff as needed.
• Track and report KPIs including volume, resolution time, first-call resolution, and satisfaction.
• Escalate unfillable coverage gaps in advance of the gap, with proposed mitigation.
• Raise recurring or systemic issues with problem statements and proposed corrective actions.
• Escalate performance or conduct concerns and departure risks to the Director and HR before acting.
• Own the upkeep and accuracy of service desk documentation.
• Coordinate with infrastructure, projects, and service delivery on cross-functional service issues.
• Ensure technicians progress against learning paths and certification goals.
• Lead the day-to-day operations of Global Service Desk organization.
• Ensure staffing, workforce planning, scheduling, and coverage models support client requirements and service level commitments.
• Drive employee engagement, retention, training, and career development initiatives for the Philippines-based Service Desk team.
• Establish consistency in service delivery, reporting, documentation, escalation management, and operational processes across the Service Desk.
• Develop Team Leads and future leaders to support the continued growth and scalability of the Global Service Desk.
• Develop and execute team engagement initiatives that strengthen collaboration, communication, and alignment with company values.
• Coordinate training events, team meetings, leadership workshops, and development activities designed to support skills development, operational excellence, and career growth.
• Partner with leadership and Human Resources to support employee engagement, recognition, and team-building programs.
• Service KPIs are tracked and trending to target, with accurate reporting delivered to the Director on the agreed cadence and variances explained.
• Contracted response and resolution SLAs are met, with misses documented and corrected.
• Customer satisfaction meets or exceeds target, every detractor response is closed, and a client-first and people-first mindset is promoted across the team.
• Every direct report has documented one-on-ones, a current development plan, and quarterly progress against learning paths and certifications.
• Client escalations are owned directly and closed with confirmed client communication recorded.
• All shifts are staffed to protect SLA commitments, with schedules published in advance.
• Ticket quality standards are enforced through recurring audits, and SOPs and knowledge base content are reviewed on a defined cycle with gaps tracked to closure.
• Processes are improved continuously, cross-team collaboration is maintained, and accountability, professionalism, and strong communication are modeled throughout.
• Team Leads demonstrate continued professional growth and increased operational ownership through coaching, mentorship, and leadership development initiatives.
• Employee retention, engagement, and satisfaction remain a focus through regular communication, training opportunities, recognition programs, and team-building activities.
• Team training plans are maintained, executed, and measured against defined development objectives.
• Periodic team gatherings and development events are conducted to strengthen culture, collaboration, and knowledge sharing.

Skills

IT service desk leadership

Staffing & workforce planning

Team leadership

MSP or multi-client environment

Remote team management

KPI reporting

Customer service excellence

Education

Bachelor's degree in Information Technology / Computer Science / Information Systems / Business Administration

Tools

ITSM tools

CRM systems

Knowledge management systems

Job description

Booth in the Philippines is seeking a Service Desk Manager to lead the Global Service Desk, overseeing Team Leads and Technicians, drive operational excellence, ensure SLA achievement, and develop a high-performing support organization.

You will shape staffing, training, and career development, foster a culture of accountability and customer focus, and partner with HR to recruit and retain talent, while aligning delivery with client and company objectives.