Service Desk Manager

HCLTech; Metro Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

HCLTech is seeking a Service Desk Manager in Manila to lead a large-scale service desk supporting Australian business users. You will own end-to-end service delivery, governance, relationships, and continuous service improvement, guiding a team of about 55 resources to meet SLAs and customer expectations.

Responsibilities include incident, request, escalation, knowledge, change, and problem management; lead governance meetings, MSRs, and QBRs; build high-performing teams and drive cost

Qualifications

• 8–12 years of overall IT Service Management or Service Desk experience.
• Minimum 4–5 years in a Service Desk Manager, Operations Manager, Service Delivery Manager, or similar leadership role.
• Experience managing large support teams of 30+ direct and indirect resources.
• Experience leading global or regional Service Desk operations.
• Experience working with Australian, APAC, or global customers.
• Proven track record of SLA achievement, service improvements, and operational excellence.

Responsibilities

• Own end-to-end Service Desk operations and service delivery performance.
• Ensure contractual SLAs, KPIs, OLAs, and customer commitments are consistently achieved.
• Drive service excellence across Incident, Request, Escalation, Knowledge, Change, and Problem Management processes.
• Lead daily, weekly, and monthly operational reviews.
• Ensure adherence to ITIL-based service management practices.
• Accountable for overall customer experience and support quality.

Skills

Service Desk Management

People Management

Workforce Management

Coaching & Mentoring

Resource Planning

Succession Planning

Employee Engagement

Education

Bachelor's Degree in Information Technology / Computer Science / Information Systems / Business Management / Telecommunications / Related Discipline

Master's Degree in IT Management / MBA (preferred)

Tools

ServiceNow

Microsoft 365

Active Directory / Entra ID

Power BI

Microsoft Teams

Excel Advanced Reporting

Knowledge Management Platforms

Job description

Location: San Juan City, Manila, Philippines

Shift Requirement

• Must be willing to work in alignment with Australian business hours, and Flexibility to support after-hours escalations, major incidents, business-critical outages, weekends, and public holidays when required.

Job Summary

The Service Desk Manager will provide strategic and operational leadership for a large-scale Service Desk operation supporting Australian business users. The role is responsible for the end-to-end management of Service Desk services, governance, customer relationships, operational excellence, workforce planning, service performance, financial oversight, and continuous service improvement.

The Service Desk Manager will lead a team of approximately 55 resources, including Team Leads, Shift Leads, SMEs, and Service Desk Analysts, ensuring delivery of high-quality support services while meeting contractual obligations, SLA commitments, customer satisfaction targets, and business objectives.

This role serves as the primary operational leader for the Service Desk function and acts as the key interface between customer stakeholders, internal leadership, support teams, and vendor partners.

Key Responsibilities

Service Delivery Management

• Own end-to-end Service Desk operations and service delivery performance.
• Ensure contractual SLAs, KPIs, OLAs, and customer commitments are consistently achieved.
• Drive service excellence across Incident, Request, Escalation, Knowledge, Change, and Problem Management processes.
• Lead daily, weekly, and monthly operational reviews.
• Ensure adherence to ITIL-based service management practices.
• Accountable for overall customer experience and support quality.

Leadership & People Management

• Lead and manage a team of approximately 55 Service Desk professionals.
• Directly manage Service Desk Team Leads and Shift Leads.
• Build high-performing teams through coaching, mentoring, and career development initiatives.
• Conduct performance reviews and succession planning activities.
• Manage hiring, onboarding, resource planning, and retention strategies.
• Promote employee engagement and foster a customer-centric culture.
• Handle employee relations, performance improvement plans, and disciplinary actions in partnership with HR.

Governance & Compliance

• Establish and maintain operational governance frameworks.
• Chair operational governance meetings with internal leadership and customer stakeholders.
• Ensure compliance with organizational policies, audit controls, security requirements, and service management processes.
• Maintain risk registers and action trackers.
• Drive process standardization and operational maturity.
• Manage audit responses, compliance reviews, and governance reporting.
• Act as the primary escalation point for customer concerns and critical business issues.
• Develop strong relationships with customer stakeholders and senior management.
• Lead Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and governance meetings.
• Present operational performance, service improvements, risks, and strategic recommendations.
• Ensure customer expectations are proactively managed and exceeded.

Operational Management

• Drive operational efficiency and productivity across all Service Desk functions.
• Monitor service performance against:
• SLA
• KPI
• CSAT
• FCR
• ASA
• Abandonment Rate
• Ensure effective queue management and resource allocation.
• Manage workforce planning and capacity requirements.
• Oversee scheduling and shift coverage models.
• Own Major Incident governance and escalation management.
• Lead business-critical incident reviews and post-incident activities.
• Ensure effective communication during outages and service disruptions.
• Track recurring issues and drive root cause elimination.
• Work closely with technical teams, vendors, and stakeholders during critical incidents.
• Identify opportunities for automation, self-service, and process optimization.
• Drive service transformation initiatives.
• Improve operational efficiency and customer experience through innovation.
• Establish service maturity roadmaps and improvement initiatives.
• Support budget planning and resource forecasting.
• Optimize staffing models based on demand and business growth.
• Monitor operational costs and productivity metrics.
• Provide recommendations for resource utilization and efficiency improvements.
• Support business growth, transitions, and new service onboarding.

Knowledge Management & Training

• Ensure knowledge articles, SOPs, runbooks, and support documentation remain current.
• Drive training and cross-skilling programs.
• Support onboarding of new analysts and team members.
• Promote knowledge-sharing culture across teams.

Day-to-Day Activities

• Review Service Desk performance dashboards and SLA reports.
• Conduct daily operational reviews with Team Leads and Shift Leads.
• Monitor ticket volumes, call queues, and service trends.
• Manage critical incidents and customer escalations.
• Meet with customer stakeholders and business leaders.
• Review workforce planning and staffing requirements.
• Conduct governance and service review meetings.
• Approve schedules, leave plans, and resource allocation.
• Review CSAT scores and quality audit findings.
• Drive service improvement initiatives and action plans.
• Support recruitment and talent development activities.
• Track risks, compliance requirements, and audit actions.
• Prepare executive-level reports and business presentations.
• Ensure seamless operational delivery across all shifts.

Required Experience

Mandatory

• 8 to 12 years of overall IT Service Management or Service Desk experience.
• Minimum 4 to 5 years in a Service Desk Manager, Operations Manager, Service Delivery Manager, or similar leadership role.
• Experience managing large support teams of 30+ direct and indirect resources.
• Experience leading global or regional Service Desk operations.
• Strong experience with governance, stakeholder management, and service delivery management.
• Experience working with Australian, APAC, or global customers.
• Proven track record of SLA achievement, service improvements, and operational excellence.

Educational Background

Mandatory

Bachelor's Degree in:

• Information Technology
• Computer Science
• Information Systems
• Business Management
• Telecommunications
• Related Discipline

Preferred

• Master's Degree in IT Management, Business Administration (MBA), or related field.

Mandatory Skills

Leadership & Management

• Service Desk Management
• People Management
• Workforce Management
• Coaching & Mentoring
• Resource Planning
• Succession Planning
• Employee Engagement

IT Service Management

• ITIL Framework
• Change Management

Governance & Customer Management

• Operational Governance
• Executive Stakeholder Management
• Audit & Compliance
• Business Relationship Management
• Contractual SLA Management

Reporting & Analytics

• Service Performance Reporting
• Trend Analysis
• Capacity Planning
• Cost Optimization
• Operational Metrics Analysis

Tools & Technologies

• ServiceNow
• Microsoft 365
• Active Directory / Entra ID
• Power BI
• Microsoft Teams
• Excel Advanced Reporting
• Knowledge Management Platforms

Preferred / Good-to-Have Skills

• ITIL 4 Managing Professional Certification.
• PMP, PRINCE2, Agile, or Scrum Certifications.
• Lean Six Sigma Green Belt or Black Belt.
• Experience managing Managed Services engagements.
• Service Transition and Transformation experience.
• Experience with AI-enabled Service Desks and Automation platforms.
• Exposure to Intune, Endpoint Management, and Digital Workplace Services.
• Experience supporting Retail, Healthcare, Banking, or Enterprise Customers.
• Knowledge of Service Integration and Management (SIAM) practices.
• Experience running Monthly Governance Meetings and Executive Business Reviews.

Key Success Metrics

Service Delivery

• Mean Time to Resolve (MTTR)

Customer Experience

• Customer Satisfaction (CSAT)
• Service Quality Scores
• Business Stakeholder Feedback

Operational Excellence

• Schedule Adherence
• Forecast Accuracy
• Productivity Metrics
• Process Compliance
• Employee Engagement Scores
• Attrition Rate
• Training & Certification Targets
• Team Performance Ratings

Reporting Structure

Reports To: Service Delivery Manager / Director - Global Service Delivery

Overall Team Responsibility: Approximately 55 Service Desk Resources supporting Australian business operations and users across multiple service channels (Calls, Emails, Chats, Self-Service Portal, and Escalations).