IT Service Desk Supervisor

Cardinal Health International Philippines Inc.; Taguig; Hybrid; PHP 670,000 - 1,228,000; Full time

Job summary

Cardinal Health International Philippines Inc. is seeking an ITSC Leverage Supervisor to lead a specialized IT Service Center team across customer-facing and client-facing operations.

The role emphasizes performance management, operational excellence, and continuous improvement to ensure service continuity and high customer satisfaction. The supervisor will oversee ServiceNow queue management, workforce optimization, and collaboration with cross-functional IT teams to resolve complex incidents

Qualifications

• At least 2 full years of experience as an IT Supervisor, preferably Service Delivery and Support Desk.

Responsibilities

• Provides key leadership and direction to the IT Service Center Leverage team.

Skills

IT Service Center supervision

ServiceNow

ITIL Foundations

Operations management

Incident management

Communication skills

24x7 support

Workforce management

Analytical reporting

Root cause analysis

Education

Bachelor's degree

Tools

ServiceNow

Job description

Schedule: Nightshift

Setup: Hybrid

What the IT Service Center Contributes to Cardinal Health:

Information Technology delivers and supports technology solutions that enable business operations and drive value across Cardinal Health. The IT Service Center (ITSC) provides technical support to customers and clients, serving as the primary liaison between end users and IT teams to resolve technology-related issues.

The Leverage Supervisor leads a specialized ITSC team supporting both customer-facing and client-facing operations. This role is responsible for team performance, operational excellence, workforce optimization, ServiceNow eCase queue management, and continuous improvement initiatives. The position also ensures effective support coverage across standard business hours, after-hours, and weekends to maintain service continuity and customer satisfaction.

Key Responsibilities

• Provides key leadership and direction to the IT Service Center Leverage team.

• Manages IT staff performance, quality, and productivity, ensuring established standards and service expectations are met.

• Promotes continuous improvement through process enhancement initiatives, performance measurement, and operational efficiency efforts within IT Tier 1 support.

• Analyzes IT support activities and implements tool and process improvements to optimize service delivery and operational performance.

• Serves as a liaison between customers, clients, and IT teams to resolve technology-related business issues.

• Collaborates with cross-functional IT teams to restore services, identify root causes, and resolve technical issues.

Qualifications

• At least 2 full years of experience as an IT Supervisor, preferably Service Delivery and Support Desk.

• 5+ years’ experience in related IT field preferred.

• Bachelor’s degree in related field or equivalent work experience.

• Excellent communication skills with lateral, internal, and external customers.

• Possess strong operations management skills with attention to detail.

• Demonstrates the ability to read, interpret, and apply technical documentation to effectively troubleshoot and resolve hardware and software issues.

• ServiceNow experience, including queue and incident management.

• Flexibility supporting 24x7, after-hours, or weekend operations.

• Experience with quality, workforce management, reporting, and operational analytics (DPA, Verint, STAC etc.).

• ITIL Foundations certification, preferred.

What is expected of you and others at this level?

• Lead multiple priorities effectively and make sound operational decisions.

• Ensure timely resolution of incidents and service requests while maintaining service quality.

• Drive continuous improvement through data-driven insights and process optimization.

• Manage both real-time and offline support channels, including the ServiceNow eCase queue.

• Maintain operational readiness and service continuity across standard and extended support hours.

• Build effective partnerships with customers, clients, IT teams, and leadership stakeholders.

• Balance day-to-day service delivery responsibilities with strategic initiatives that improve ITSC performance and customer experience.