IT Service Desk Manager: Incidents, Coaching & Automation

HCL Technologies Philippines Inc; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking a Service Desk Manager to lead the first- and second-line technology support across the organization. You will own incident handling, triage, escalation, and resolution, ensuring service levels are met and customers experience is improved.

You will coach analysts, set standards for ticket triage, and step in during major incidents. The role includes continuous improvement, tooling, automation, and self-service initiatives to reduce recurring issues.

Qualifications

• Experience leading and developing service desk teams.
• Ability to define and maintain ITIL-aligned service desk processes and controls.
• Experience reporting on service performance metrics like volume, FCR, restore time, backlog, and satisfaction.
• Ability to manage relationships with hardware, software, and managed service vendors.
• Experience administering IT service management platforms and workflows.

Responsibilities

• Own the end-to-end incident and service request lifecycle, ensuring tickets are triaged, prioritized, resolved, and closed within agreed service levels.
• Manage queue health daily: monitor volumes, aging, backlog, and escalation paths, and rebalance workload.
• Serve as escalation point for high-severity issues, coordinating technical teams and communicating status to business units.
• Maintain support coverage across business hours, including on-call rotations and holiday coverage.
• Ensure onboarding/offboarding and access changes are completed accurately and on schedule.
• Recruit, onboard, schedule, and develop service desk analysts and set expectations for quality and communication.
• Conduct regular one-on-ones, ticket reviews, and coaching from findings.
• Build technical depth through training on core platforms and security best practices.
• Drive root-cause analysis on recurring incidents and coordinate permanent fixes.
• Expand knowledge base and self-service catalog; use automation to reduce manual work.

Skills

People leadership

Incident management

ITIL

Vendor management

ITSM platforms

Security awareness

Job description

HCL Technologies Philippines Inc is seeking a Service Desk Manager to lead the first- and second-line technology support across the organization. You will own incident handling, triage, escalation, and resolution, ensuring service levels are met and customers experience is improved.

You will coach analysts, set standards for ticket triage, and step in during major incidents. The role includes continuous improvement, tooling, automation, and self-service initiatives to reduce recurring issues.