IT Operations Lead — Service Desk & EUC Excellence

Planit Philippines Corporation; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Planit Philippines Corporation seeks an IT Operations Manager to lead Service Desk and EUC teams, drive ITIL-aligned processes, and partner with BTE to deliver quality end-user support. You will implement knowledge base content, monitor CSAT, and coordinate security incident response while ensuring SLA/KPI targets are met.

The ideal candidate has 5+ years in IT Operations, strong communication, and hands-on experience with ServiceNow and ITSM practices in enterprise environments.

Qualifications

• Bachelor's degree in CS/IT.
• 5+ years in IT Operations / Service Desk / EUC management.
• Knowledge of IT service management and ITIL practices.
• Knowledge of SLA/KPI design and reporting approaches.
• Strong experience with enterprise ITSM tools, preferably ServiceNow.
• Experience integrating various support teams into a common structure.
• High level technical understanding of corporate technologies.
• Ability to design and implement performance reporting for SLAs and KPIs, and drive adherence.
• People leadership: manage, coach, and develop a team to meet SLA/KPI targets.
• Excellent written and verbal communication; able to engage IT and business stakeholders.
• ITIL AE Foundation (or higher).

Responsibilities

• Lead and manage the Service Desk and End-user Computing (EUC) teams, ensuring high-quality customer support and efficient service delivery in an agile enterprise environment.
• Own day-to-day operations for end-user support, including ticket triage, prioritisation, escalation management, and major incident support.
• Drive adoption and continuous improvement of ITIL-aligned processes (e.g., Incident, Request, Problem, Knowledge), including documentation and governance.
• Partner with Business Technology Engineering to establish, maintain, and regularly review the IT Service Catalogue, including SLAs and OLAs.
• Implement, develop, and maintain an IT Knowledge Base; ensure content is current and used as the primary reference.
• Monitor and improve CSAT results, identify themes, and deliver improvement actions.
• Drive a culture of AI Adoption and/or automation as per BTE principles.
• Lead integration of front-line support operations across NRIs subsidiaries supported by BTE.
• Coordinate with Security Operations during security incidents to support triage and restoration of services.
• Available for afterhours escalation as required in line with NRIs working hours policy.

Skills

IT Operations

Service Desk

EUC management

ITIL practices

Incident management

SLA/KPI reporting

ITSM tools

People leadership

Education

Bachelor's degree in computer science or information technology

Tools

ServiceNow

Job description

Planit Philippines Corporation seeks an IT Operations Manager to lead Service Desk and EUC teams, drive ITIL-aligned processes, and partner with BTE to deliver quality end-user support. You will implement knowledge base content, monitor CSAT, and coordinate security incident response while ensuring SLA/KPI targets are met.

The ideal candidate has 5+ years in IT Operations, strong communication, and hands-on experience with ServiceNow and ITSM practices in enterprise environments.