Remote-First IT Service Desk Leader

Turnitin; Metro Manila; Remote; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Remote First Culture

Health Care Coverage

Education Reimbursement

Paid Time Off

Parental Leave

Job summary

Turnitin is seeking an IT Service Desk Manager to lead a global Service Desk, ensure high-quality Level 1 support, and drive continual service improvement. The role focuses on performance, governance, employee experience, and scalable support capabilities across the organization.

The ideal candidate will have ITSM expertise, strong leadership, and a proven track record in incident management and metrics-driven delivery within a remote-first, global company.

Qualifications

• Demonstrated experience leading an IT Service Desk or Technical Support in a fast-paced environment.
• Strong understanding of IT Service Management (ITSM) principles and service delivery best practices.
• Experience with ITSM and CRM platforms, preferably Jira Service Management.
• Excellent written and verbal communication skills.

Responsibilities

• Provide leadership and management of the IT Service Desk team with a focus on quality and employee experience.
• Own operational performance including service levels, customer satisfaction, and ticket metrics.
• Define and report on Service Desk KPIs and SLAs with clear accountability.
• Drive continual service improvement, standardization, and automation of repetitive incidents and requests.
• Collaborate with Engineering, IT Service Management, and other teams to improve escalation processes and knowledge transfer.
• Manage incident, request, and escalation processes, ensuring timely responses and resolution.
• Lead recruitment, onboarding, and development of Service Desk staff and drive a culture of accountability.

Skills

ITSM expertise

Leadership

Incident management

Performance metrics

Stakeholder management

Education

Bachelor’s degree in CS/IT or related

Tools

Jira Service Management

Jamf

Microsoft Intune

Job description

Turnitin is seeking an IT Service Desk Manager to lead a global Service Desk, ensure high-quality Level 1 support, and drive continual service improvement. The role focuses on performance, governance, employee experience, and scalable support capabilities across the organization.

The ideal candidate will have ITSM expertise, strong leadership, and a proven track record in incident management and metrics-driven delivery within a remote-first, global company.