Global Service Desk Manager | Remote Leadership & Growth

HireBooth; Manila; Hybrid; PHP 5,653,000 - 9,422,000; Full time

Job summary

Arraya is seeking a Service Desk Manager to lead the Philippines-based Global Service Desk, directing Team Leads and Technicians to deliver exceptional client experience and reliable service delivery. You will drive staffing, training, and career development while aligning operations with client and company goals.

The role focuses on accountability, continuous improvement, and a strong team culture across a distributed environment, reporting to the Director of Managed Services Delivery.

Qualifications

• Bachelor’s degree or equivalent in IT or related field.
• Experience leading IT support teams in MSP environments.
• Proven track record building high-performing teams and developing leaders.

Responsibilities

• Manage daily service desk operations, ensuring tickets are assigned, prioritized, and resolved on time.
• Review high-priority tickets and ensure resolution and client communication.
• Own client escalations through to confirmed closure with documented cause and resolution.
• Oversee staffing and schedules to maintain SLA compliance.
• Conduct regular one-on-one meetings with team members to review performance and development.
• Develop and mentor Team Leads to create leadership capability within the global desk.

Skills

Leadership

Team management

Communication

Coaching

Problem solving

Education

Bachelor’s degree in information technology, computer science, information systems, business administration, or related field

Tools

ITIL Foundation

CompTIA A+

Microsoft certifications

Job description

Arraya is seeking a Service Desk Manager to lead the Philippines-based Global Service Desk, directing Team Leads and Technicians to deliver exceptional client experience and reliable service delivery. You will drive staffing, training, and career development while aligning operations with client and company goals.

The role focuses on accountability, continuous improvement, and a strong team culture across a distributed environment, reporting to the Director of Managed Services Delivery.