IT Service Desk Manager

MicroSourcing; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking an IT Service Desk Manager in the Philippines for a permanent work-from-home role with night shifts. You will lead daily IT service desk operations, manage tickets and SLAs, and provide hands-on support for Microsoft 365, Entra ID, and enterprise apps.

You will coordinate with vendors, drive ITSM excellence, and ensure InfoSec compliance in a distributed environment. The position requires 3–5 years prior experience in IT service desk or IT operations, leadership

Qualifications

• Bachelor's degree in IT/CS/IS or related field.
• 3–5 years IT Service Desk/IT Operations with leadership or coordination experience.
• Experience in BPO environment is preferred.
• Hands-on with Microsoft 365, Entra ID, enterprise apps and ITSM platforms.
• Strong troubleshooting, communication and stakeholder management skills.

Responsibilities

• Lead day-to-day IT Service Desk operations, ensuring ticket management, SLA compliance and end-user support.
• Provide hands-on support for issues involving Microsoft 365, Entra ID, enterprise apps, endpoints and access management.
• Administer SaaS apps (Microsoft 365, Salesforce, QuickBooks, ManageEngine ServiceDesk Plus) and coordinate with vendors.
• Monitor integrations, troubleshoot auth, SSO, API, synchronization issues and support deployments.
• Maintain IT docs, KPI reporting and change management; ensure InfoSec compliance.

Skills

Microsoft 365

Entra ID

ITSM platforms

SLA compliance

end-user support

leadership

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems

Tools

ManageEngine ServiceDesk Plus

Salesforce

QuickBooks

Job description

Discover your 100% YOU with MicroSourcing!

Position

IT Service Desk Manager

Location

Philippines

Work setup & shift

Permanent Work From Home | Night Shift

Why join MicroSourcing?

You’ll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with a permanent work-from-home setup.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As an IT Service Desk Manager, you will:

• Lead the day-to-day operations of the IT Service Desk, ensuring efficient ticket management, SLA compliance, and high-quality end-user support.
• Provide hands-on technical support for complex issues involving Microsoft 365, Entra ID, enterprise applications, endpoints, and user access management.
• Administer and support enterprise SaaS applications, including Microsoft 365, Salesforce, QuickBooks, and ManageEngine ServiceDesk Plus, while coordinating with vendors and stakeholders.
• Monitor enterprise system integrations, troubleshoot authentication, SSO, API, and synchronization issues, and support application implementations and enhancements.
• Drive operational excellence by maintaining IT documentation, KPI reporting, change management processes, and ensuring compliance with Information Security (InfoSec) standards.

What You Need

Non-negotiables

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum of 3–5 years of experience in IT Service Desk, Enterprise Applications, or IT Operations, including leadership or service desk coordination responsibilities.
• Previous experience working in a Business Process Outsourcing (BPO) environment.
• Strong hands‑on experience supporting Microsoft 365, Microsoft Entra ID, enterprise applications, and ITSM platforms.
• Excellent troubleshooting, analytical, communication, and stakeholder management skills, with the flexibility to work permanent night shifts.

Preferred Skills/expertise

• Experience administering ManageEngine ServiceDesk Plus, ServiceNow, or similar ITSM platforms.
• Experience supporting enterprise applications such as Salesforce, QuickBooks, and Microsoft 365 applications.
• Knowledge of enterprise application integrations, APIs, SSO, data synchronization, and change management processes.
• Experience supporting geographically distributed teams and global business operations while adhering to Information Security (InfoSec) best practices.
• Microsoft certifications such as Azure Administrator Associate, Identity and Access Administrator Associate, or Microsoft 365 Administrator Expert are highly preferred.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self – we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply.