Global Support Desk Manager - Day Shift, Weekends Off

Emapta; Makati; On-site; PHP 1,674,000 - 2,232,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Competitive Salary Package

Day Shift schedule

Fixed weekends off

Prime office location in Makati

Salary Advance Program

Upskilling through Emapta Academy

Gym access

Lifestyle perks

Referral incentives

20 annual leaves

Mentorship and global exposure

Career growth opportunities

Job summary

Emapta is hiring a Support Desk Manager in Makati to strengthen service performance for our managed IT services. You will coordinate international teams, manage queues and SLAs, and ensure timely delivery of support to Australian and other Western clients from the Manila and Australia desks.

The role requires 5+ years in IT service desk and at least 2 years in a leadership capacity, strong Microsoft 365 and Windows knowledge, and hands-on HaloPSA experience.

Qualifications

• 5+ years IT service desk experience.
• 2+ years in team lead/management role.
• L1-L2 technical understanding of Microsoft 365 and Windows."
• Hands-on HaloPSA experience.
• Excellent English with AU/Western customers.
• Proven ability to direct team members and hold them accountable.
• Strong planning and logistics skills for scheduling and travel.

Responsibilities

• Monitor Halo queues, phone queues, and inbound communications daily.
• Triages HumanReview queue and escalations.
• Identify unassigned tickets and assign to the appropriate team members.
• Track P1 and P2 tickets through closure.
• Ensure daily tickets are assigned and started.
• Provide clear handover to the night shift.
• Route escalations to L3 and security to the security desk.
• Plan onsite visits and coordinate with customers.
• Manage Manila and Australian teams as one desk.

Skills

Team leadership

Service desk

Microsoft 365

Windows basics

Ticketing systems

English fluency

L1-L2 tech knowledge

Education

ITIL Foundation

Tools

HaloPSA

Power BI

Job description

Emapta is hiring a Support Desk Manager in Makati to strengthen service performance for our managed IT services. You will coordinate international teams, manage queues and SLAs, and ensure timely delivery of support to Australian and other Western clients from the Manila and Australia desks.

The role requires 5+ years in IT service desk and at least 2 years in a leadership capacity, strong Microsoft 365 and Windows knowledge, and hands-on HaloPSA experience.