Service Desk AI & Digital Enablement Lead

WTW; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

WTW is seeking a seasoned Service Desk Lead to coordinate daily operations, manage workload, and ensure service levels in a fast-paced IT environment in Taguig/Metro Manila.

You will coach analysts, drive adoption of AI-enabled support tools like Moveworks Flash AI, monitor trends, and collaborate with technology teams on modernization initiatives to improve service quality and employee experience.

Qualifications

• Proven experience leading or coordinating Service Desk, IT Support, Customer Support, or IT Operations teams.
• Working knowledge of ITIL and IT Service Management practices.
• Experience managing service levels, KPIs, customer satisfaction, and team performance.
• Exposure to AI-enabled support, automation, knowledge management, or digital workplace technologies.
• Strong communication, coaching, collaboration, and stakeholder management skills.

Responsibilities

• Lead and coordinate day-to-day Service Desk activities and team performance.
• Support achievement of service levels, KPIs, quality, and customer satisfaction targets.
• Coach team members and promote knowledge sharing and best practices.
• Drive adoption of AI-enabled support, self-service, automation, and knowledge management.
• Monitor digital support adoption, usage, ticket deflection, and service trends.
• Support implementation and rollout of new digital support capabilities.
• Promote governance, quality, and knowledge management standards.
• Analyze operational and AI trends to identify improvement opportunities.
• Contribute to continuous improvement and Service Desk modernization initiatives.

Skills

Service Desk leadership

ITIL knowledge

Stakeholder management

Analytical thinking

Coaching

AI tools adoption

Communication

Tools

Moveworks

Job description

WTW is seeking a seasoned Service Desk Lead to coordinate daily operations, manage workload, and ensure service levels in a fast-paced IT environment in Taguig/Metro Manila.

You will coach analysts, drive adoption of AI-enabled support tools like Moveworks Flash AI, monitor trends, and collaborate with technology teams on modernization initiatives to improve service quality and employee experience.