Remote IT Service Desk Lead | KPI-Driven & Growth

Turnitin; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Remote First Culture

Health Care Coverage

Education Reimbursement

Paid Time Off

Job summary

Turnitin is seeking an IT Service Desk Manager to lead global support operations in a remote-first culture. You’ll own service performance, escalation processes, and continual improvement, while guiding a team through KPIs, SLAs, and incident management.

You’ll collaborate with Engineering, Security, and People teams to align support with business goals and promote a high standard of customer experience across multiple channels.

Qualifications

• Experience leading an IT Service Desk or technical support in a fast-paced setting.
• Strong ITSM knowledge and service delivery best practices.
• Proven ability to manage KPIs, SLAs, and operational reporting.
• Experience with macOS and Windows endpoints (Jamf, Intune).
• Background in SaaS environments and web technologies.
• Ability to handle escalations and drive process improvements.

Responsibilities

• Lead the IT Service Desk team with a focus on high-quality, employee-centric support.
• Own service performance, SLAs, ticket metrics, and workforce planning.
• Define and report on KPIs; drive continual service improvement.
• Collaborate with IT Engineering, ITSM, and other teams to improve processes.
• Ensure incident, request, and escalation management is consistently applied.
• Oversee staffing, scheduling, and global coverage based on demand.
• Manage queues and channels for timely responses and resolution.
• Lead major escalations and coordinate high-priority incidents.
• Develop IT Service Desk policies aligned with ITIL and best practices.
• Coach and develop team members; support career growth.

Skills

IT Service Desk

ITSM

Leadership

Jira Service Management

ITIL

Intune

Jamf

Reporting

SLA management

Incident management

Education

Bachelor’s Degree in Computer Science or IT

Tools

Jamf

Microsoft Intune

Jira Service Management

Job description

Turnitin is seeking an IT Service Desk Manager to lead global support operations in a remote-first culture. You’ll own service performance, escalation processes, and continual improvement, while guiding a team through KPIs, SLAs, and incident management.

You’ll collaborate with Engineering, Security, and People teams to align support with business goals and promote a high standard of customer experience across multiple channels.