IT Serrvice Desk SDM

Tata Consultancy Services Limited; 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

We are looking for an experienced Service Desk Manager to lead and manage global IT Service Desk operations. The successful candidate will be responsible for ensuring high-quality technical support services, managing large support teams, driving operational excellence, and maintaining exceptional customer satisfaction across multiple geographies.

Key Responsibilities

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

Required 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 (EUC)
• Remote Desktop Support and Troubleshooting
• ServiceNow
• ITIL / ITSM Frameworks
• Experience managing service performance through SLAs, KPIs, and operational metrics.
• Strong stakeholder management and customer-facing experience.
• Excellent leadership, coaching, and people management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent written and verbal communication skills.
• Willingness to work flexible or shifting schedules based on business requirements.

Preferred Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or a related field.
• Experience leading service transformation and operational improvement initiatives.
• Knowledge of reporting and analytics using Excel and presentation tools.
• Experience managing vendor relationships and cross-functional teams.

Why Join Us?

• Lead a global Service Desk function.
• Work with diverse teams across multiple geographies.
• Drive innovation, automation, and operational excellence.
• Play a key role in enhancing the end-user support experience.