Remote IT Service Desk Lead & Process Excellence

Turnitin; Metro Manila; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Remote First Culture

Health Care Coverage

Education Reimbursement

Competitive Paid Time Off

Parental Leave

Job summary

Turnitin is seeking an IT Service Desk Manager to lead the global IT Service Desk, ensuring effective Level 1 support and strong service performance. The role emphasizes governance, team leadership, employee experience, and continual improvement aligned with ITIL practices.

You will drive KPIs, SLAs, incident management, and cross-functional collaboration with IT Engineering and Security to deliver high-quality support and scalable service delivery.

Qualifications

• Demonstrated experience managing an IT Service Desk or Technical Support function in a fast-paced environment.
• Strong understanding of ITSM principles and service delivery best practices.
• Experience with ITSM and CRM platforms, preferably Jira Service Management.
• Excellent written and verbal communication skills.
• Proven track record of identifying support trends and driving corrective actions.

Responsibilities

• Provide leadership and management of the IT Service Desk team with a focus on high-quality, employee-focused support.
• Own the operational performance, including service levels, customer satisfaction, ticket resolution metrics, and workforce management.
• Define, track, and report on Service Desk KPIs and SLAs with clear direction and accountability.
• Drive continual service improvement, standardization, and automation of repetitive incidents and service requests.
• Collaborate with IT Engineering, IT Service Management, and other teams to improve escalation processes and knowledge transfer.
• Oversee ticket queues and channels to ensure timely responses and effective resolution.
• Lead major escalations and coordinate support during high-priority incidents.
• Develop and maintain Service Desk policies aligned with ITIL and best practices.
• Lead recruitment and onboarding for the Service Desk team and promote a culture of accountability.

Skills

IT Service Desk management

ITSM principles

SLA management

MacOS & Windows endpoint mgmt

Jira Service Management

Cloud SaaS environments

Incident & escalation handling

Cross-functional collaboration

Customer communication

Education

Bachelor's Degree in Computer Science or related

Tools

Jamf

Microsoft Intune

Jira Service Management

Job description

Turnitin is seeking an IT Service Desk Manager to lead the global IT Service Desk, ensuring effective Level 1 support and strong service performance. The role emphasizes governance, team leadership, employee experience, and continual improvement aligned with ITIL practices.

You will drive KPIs, SLAs, incident management, and cross-functional collaboration with IT Engineering and Security to deliver high-quality support and scalable service delivery.