Global Service Desk Manager — Remote Leadership & Growth

HireBooth; Manila; Hybrid; PHP 5,675,000 - 8,197,000; Full time

Job summary

Arraya is seeking a Service Desk Manager to lead the Global Service Desk with a focus on delivering exceptional client experience and building a high-performing team in the Philippines. This leadership role oversees Team Leads and Technicians, drives SLA achievement, and aligns with client and organizational objectives.

The role reports to the Director of Managed Services Delivery and requires strong coaching, mentorship, and organizational development across a hybrid, remote-capable setup with

Qualifications

• 7+ years of experience in IT support, service desk operations, or service delivery leadership.
• 3+ years leading technical support teams within an MSP or multi-client environment.
• Directly managing Team Leads, supervisors, or frontline managers.
• Experience managing distributed or remote teams, preferably within the Philippines.

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 through to closure with cause and resolution documented.
• Oversee staffing schedules, approve time off, and adjust coverage to maintain SLA compliance.
• Provide hands-on coaching, feedback, and support to service desk staff as needed.
• Track and report KPIs including volume, resolution time, FCR, and satisfaction.

Skills

IT service desk leadership

People management

SLA management

Remote team leadership

Education

Bachelor’s degree (IT/CS/IS/BA)

ITIL Foundation

CompTIA A+

CompTIA Network+

Security+

Microsoft certifications

Job description

Arraya is seeking a Service Desk Manager to lead the Global Service Desk with a focus on delivering exceptional client experience and building a high-performing team in the Philippines. This leadership role oversees Team Leads and Technicians, drives SLA achievement, and aligns with client and organizational objectives.

The role reports to the Director of Managed Services Delivery and requires strong coaching, mentorship, and organizational development across a hybrid, remote-capable setup with