Service Desk Manager - Lead & Elevate IT Support

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

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,