Remote IT Service Desk Manager

Turnitin; Philippines; Remote; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health care coverage

Remote-first culture

Education reimbursement

Paid time off

Parental leave

Retirement plan

Job summary

Turnitin is seeking an IT Service Desk Manager for the Corporate IT function, focused on a Philippines Remote role. You will lead the service desk, drive KPIs, and shape incident management and continual service improvement across a global organization.

Responsibilities include staffing, escalation management, governance, and collaboration with engineering and security teams. A strong ITSM background and people leadership are essential.

Qualifications

• Experience leading an IT Service Desk in a fast-paced environment.
• Strong ITSM knowledge and service delivery practices.
• Experience with ITSM and Jira Service Management.
• Proficient in macOS and Windows endpoint management (Jamf, Intune).
• Ability to analyze KPIs, SLAs, and incident trends.
• Excellent communication and stakeholder management.

Responsibilities

• Provide leadership and management of the IT Service Desk team with a focus on employee experience.
• Own the operational performance including SLAs, satisfaction, ticket metrics, and staffing.
• Define and report on Service Desk KPIs and governance.
• Drive continual service improvement and automation of repetitive requests.
• Collaborate with Corporate IT Engineering and other teams to improve processes.
• Ensure incident, request, and escalation management is effective.
• Manage staffing, scheduling, and global coverage based on demand.
• Oversee ticket queues and ensure timely responses and resolution.
• Lead major escalations and coordinate during high-priority incidents.
• Develop and maintain ITIL-aligned Service Desk policies and standards.

Skills

IT Service Desk

ITSM principles

KPIs & SLAs

macOS & Windows

Jira Service Management

Incident Management

Stakeholder Management

Leadership

Education

Bachelor's degree in CS/IT

Tools

Jira Service Management

Jamf

Microsoft Intune

CRM platforms

Job description

Turnitin is seeking an IT Service Desk Manager for the Corporate IT function, focused on a Philippines Remote role. You will lead the service desk, drive KPIs, and shape incident management and continual service improvement across a global organization.

Responsibilities include staffing, escalation management, governance, and collaboration with engineering and security teams. A strong ITSM background and people leadership are essential.