MSP Service Desk Director | Offshore Operations Lead

ScalableOS; Makati; On-site; PHP 3,600,000 - 6,000,000; Full time

Job summary

ScalableOS is seeking a seasoned MSP Service Desk Director to lead the Philippines-based service desk, coordinating across time zones to support MSP clients and internal partners. You will drive service standards, staffing plans, and governance to ensure scalable, secure, and client-centered support.

This role requires strong leadership, ITIL expertise, and a track record of improving service delivery. The Director will partner with engineering, NOC, security, cloud, and professional services

Qualifications

• Bachelor’s degree in information technology or a related field.
• Eight+ years of progressive IT support or service delivery experience.
• Experience leading an onsite offshore or globally distributed service delivery team, preferably in the Philippines.
• Strong knowledge of ITSM/ITIL practices, including incident, major incident, request, problem, change, knowledge, and service-level management.
• Financial acumen with experience managing budgets, labor models, forecasting, vendor costs, and service-delivery economics.

Responsibilities

• Establish and execute the vision, operating model, annual objectives, and roadmap for the MSP Service Desk in alignment with organizational strategy and client commitments.
• Lead day-to-day service desk operations across support tiers, shifts, and client environments, ensuring queue management, ticket triage, ownership, prioritization, escalation, and closure.
• Provide visible, onsite leadership for the Philippines-based service desk operation, reinforcing accountability, engagement, communication, and consistent execution across all shifts.
• Own service performance against contractual SLAs and internal targets, including response time, resolution time, first-contact resolution, backlog age, reopen rate, abandonment rate, average speed to answer, client satisfaction, and quality measures.
• Build a performance-management framework that translates service metrics into clear expectations, coaching, corrective actions, and continuous improvement plans for leaders and team members.
• Develop capacity, staffing, scheduling, and coverage models based on ticket demand, client growth, seasonality, skills, and after-hours requirements; maintain business continuity and on-call readiness.

Skills

ITIL/ITSM

Service delivery

KPIs & SLAs

People leadership

Shift management

Budget management

Cross-functional

Education

Bachelor’s degree in IT or related field

ITIL certification

Tools

PSA tools

RMM tools

ITSM platforms

Job description

ScalableOS is seeking a seasoned MSP Service Desk Director to lead the Philippines-based service desk, coordinating across time zones to support MSP clients and internal partners. You will drive service standards, staffing plans, and governance to ensure scalable, secure, and client-centered support.

This role requires strong leadership, ITIL expertise, and a track record of improving service delivery. The Director will partner with engineering, NOC, security, cloud, and professional services