Service Desk Manager - Lead IT Support & SLA Performance

NTT DATA, Inc.; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

NTT DATA, Inc. in Manila is seeking an experienced IT Service Desk Supervisor to lead the L1 support team, ensuring high-quality service delivery and effective workload management.

You will mentor staff, manage scheduling, and drive incident response and escalation according to defined SLAs. The role requires 3–5 years in IT support, 1–2 years in supervision, and strong knowledge of Windows/macOS, hardware, networking basics, and ticketing tools like ServiceNow and JIRA.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field (or equivalent).
• 3–5 years in IT Service Desk or technical support roles.
• 1–2 years in supervisory capacity.
• Strong knowledge of end-user support, OS, hardware, and networking basics.
• Proficient with ticketing tools such as ServiceNow and JIRA.

Responsibilities

• Lead and mentor the L1 helpdesk team, manage scheduling and workload.
• Act as escalation point for L1 issues and ensure ticket closure per SLAs.
• Monitor metrics (SLA, FCR, AHT, backlog, CSAT) and drive improvements.
• Prepare regular performance and KPI reports for leadership.
• Promote ITIL processes and knowledge base creation.

Skills

L1 helpdesk supervision

Team leadership

Hardware troubleshooting

Windows/macOS

Ticketing tools

Communication

Multitasking

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

JIRA

Job description

NTT DATA, Inc. in Manila is seeking an experienced IT Service Desk Supervisor to lead the L1 support team, ensuring high-quality service delivery and effective workload management.

You will mentor staff, manage scheduling, and drive incident response and escalation according to defined SLAs. The role requires 3–5 years in IT support, 1–2 years in supervision, and strong knowledge of Windows/macOS, hardware, networking basics, and ticketing tools like ServiceNow and JIRA.