Global Service Desk Manager | 24/7 Ops, AI-Driven ITIL Lead

Tata Consultancy Services; Taguig; On-site; PHP 1,400,000 - 2,400,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced Service Desk Manager to lead global IT Service Desk operations in a dynamic, high-volume environment in the Philippines. You will manage daily operations, drive service levels, and lead a large team across multiple geographies to deliver high-quality technical support.

You will oversee incident management, KPI tracking, and continuous improvement initiatives, including automation and AI-enabled support capabilities, while ensuring ITIL/ITSM

Qualifications

• 15+ years of experience in IT Service Desk, End User Computing, or IT Support Operations.
• Proven experience managing large-scale Service Desk teams (50+ FTEs).
• Strong knowledge of IT Service Desk Operations, End User Computing, and ITIL/ITSM frameworks.
• Experience with service performance management through SLAs and KPIs.
• Excellent stakeholder management and customer-facing skills.

Responsibilities

• Manage daily Service Desk operations and ensure efficient resolution of incidents and requests.
• Lead and develop a team of 50+ Service Desk professionals across regions.
• Monitor performance against SLAs, KPIs, and customer satisfaction targets.
• Serve as primary escalation point for high-priority incidents and issues.
• Oversee major incident management and timely service restoration.
• Manage queue performance, ticket triage, workload distribution, and resource allocation.
• Ensure 24/7 staffing and support coverage.
• Prepare and present operational reports and performance metrics.
• Collaborate with business stakeholders and technical teams to improve service delivery.
• Drive continuous improvement, automation, and AI-enabled support capabilities.
• Ensure adherence to ITIL and ITSM best practices.

Skills

IT Service Desk Operations

End User Computing

Remote Desktop Support

ServiceNow

ITIL / ITSM

SLA / KPI Management

Stakeholder Management

Leadership / People Management

Communication

Education

Bachelor's Degree in Computer Science/Information Technology

Tools

ServiceNow

Excel

Presentation Tools

Job description

Tata Consultancy Services is seeking an experienced Service Desk Manager to lead global IT Service Desk operations in a dynamic, high-volume environment in the Philippines. You will manage daily operations, drive service levels, and lead a large team across multiple geographies to deliver high-quality technical support.

You will oversee incident management, KPI tracking, and continuous improvement initiatives, including automation and AI-enabled support capabilities, while ensuring ITIL/ITSM