Remote Global Service Desk Leader

Zohorecruit; Manila; On-site; PHP 5,653,000 - 8,166,000; Full time

Job summary

Arraya is seeking a Service Desk Manager to lead the Global Service Desk, including Team Leads and Technicians in the Philippines. You will drive performance, strategy, SLA achievement, and employee development while maintaining a strong client-focused culture.

The role reports to the Director of Managed Services Delivery and requires visible leadership, regular engagement, and ongoing cross-functional collaboration across infrastructure, projects, and service delivery.

Qualifications

• 7+ years of experience in IT support or service delivery leadership.
• Proven ability to lead distributed teams and improve operational performance.
• Experience managing customer escalations and service levels.

Responsibilities

• Manage daily service desk operations and resolve tickets on time.
• Oversee staffing, scheduling, and coverage to meet SLA commitments.
• Directly manage Team Leads and technicians with coaching and development.
• Track KPIs, maintain documentation, and drive continuous improvement.
• Coordinate with HR for hiring, onboarding, and staff development.
• Lead training programs and ensure progression against learning paths.

Skills

Leadership

Customer service

Coaching

Staff management

Communication

MSP experience

Remote team leadership

Education

Bachelor's degree in IT / CS / IS / Business Admin

Job description

Arraya is seeking a Service Desk Manager to lead the Global Service Desk, including Team Leads and Technicians in the Philippines. You will drive performance, strategy, SLA achievement, and employee development while maintaining a strong client-focused culture.

The role reports to the Director of Managed Services Delivery and requires visible leadership, regular engagement, and ongoing cross-functional collaboration across infrastructure, projects, and service delivery.