Service Desk Manager

HCL Technologies Philippines Inc; Taguig; On-site; PHP 800,000 - 1,600,000; Full time

Job summary

HCL Technologies Philippines Inc. is seeking a Service Desk Manager to lead a first- and second-line technology support team.

You will own the end-to-end incident and service request lifecycle, maintain service levels, and drive continuous improvement across processes, tooling, and staffing. You will coach analysts, set triage and documentation standards, and step into major incidents when needed, delivering outcomes-focused leadership and a reliable support experience for underwriting,

Qualifications

• Experience leading service desk teams and shaping the operating model.
• Proven ability to implement ITIL-aligned processes and internal controls.
• Strong incident and request management, with attention to service levels.

Responsibilities

• Own end-to-end incident and service request lifecycle, triage, prioritize, resolve and close within SLA.
• Monitor queue health daily, volumes, aging, backlog, and reallocate workloads.
• Serve as escalation point for high-severity issues and coordinate cross-team response.
• Maintain coverage including on-call and after-hours rotations, holidays, and contingency plans.
• Ensure onboarding/offboarding and hardware provisioning are completed accurately and on schedule.
• Recruit, onboard, schedule and develop service desk analysts with clear performance expectations.
• Conduct regular coaching through one-on-ones and ticket reviews and translate findings into actions.
• Build technical depth through training on core platforms and security practices.
• Drive root-cause analysis and partner on permanent fixes with infra, apps, and security teams.
• Expand knowledge base and self-service catalog and introduce automation to reduce manual work.

Skills

Leadership

ITIL

Incident management

Vendor management

Staff development

Metrics reporting

Job description

About the role

The Service Desk Manager leads the team responsible for first- and second-line technology support across the organization. The role owns the day-to-day performance of the service desk, from incident and request handling through escalation, communication, and resolution, and is accountable for the service levels the business relies on to keep underwriting, brokerage, and back-office operations running.

This is a working leadership position. The manager coaches analysts, sets the standards for how tickets are triaged and documented, and steps into major incidents personally when the situation calls for it. Success is measured less by activity than by outcomes: fewer repeat incidents, faster restoration of service, and a support experience colleagues trust enough to use rather than work around.

The position also carries a continuous-improvement mandate. The manager is expected to look past the ticket queue for patterns worth fixing at the source, to partner with infrastructure, applications, and security teams on permanent remediation, and to make the case for tooling, automation, and self-service where the numbers support it.

Key responsibilities

• Own the end-to-end incident and service request lifecycle, ensuring tickets are triaged, prioritized, resolved, and closed within agreed service levels.
• Manage queue health daily: monitor volumes, aging, backlog, and escalation paths, and rebalance workload before service levels are put at risk.
• Serve as the escalation point for high-severity and high-visibility issues, coordinating technical teams and communicating status to affected business units.
• Maintain support coverage across business hours, including on-call and after-hours rotations, holiday coverage, and contingency plans for peak periods such as renewal cycles.
• Ensure onboarding, offboarding, access changes, and hardware provisioning are completed accurately and on schedule.
• Recruit, onboard, schedule, and develop service desk analysts, setting clear expectations for quality, responsiveness, and customer communication.
• Conduct regular one-on-ones, ticket quality reviews, and call or chat monitoring, and turn what those reviews surface into targeted coaching.
• Build the team's technical depth through structured training on core platforms, insurance business applications, and security practices.
• Drive root-cause analysis on recurring incidents and partner with infrastructure, applications, and security teams on permanent fixes.
• Expand the knowledge base and self-service catalog, and use automation to remove repetitive manual work from the queue.

About you

• Experience recruiting, onboarding, and developing support teams
• Demonstrated ability to define and maintain service desk processes aligned to ITIL practice and internal control requirements
• Experience reporting on service performance metrics including volume, first-contact resolution, time to restore, backlog, and satisfaction
• Ability to manage relationships with hardware, software, and managed service vendors
• Experience administering IT service management platforms, including workflows, categories, routing rules, and reporting
• Knowledge of security, privacy, and regulatory requirements in support interactions, including identity verification and least-privilege access
• Experience maintaining accurate records of access changes, asset assignments, and incident handling for audit and compliance purposes
• Ability to contribute to business continuity and disaster recovery planning for end-user services