Support Desk Manager | Onsite | Makati | Day Shift | Up to PHP200K

Emapta; Makati; On-site; PHP 1,674,000 - 2,232,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Competitive Salary Package

Day Shift schedule

Fixed weekends off

Prime office location in Makati

Salary Advance Program

Upskilling through Emapta Academy

Gym access

Lifestyle perks

Referral incentives

20 annual leaves

Mentorship and global exposure

Career growth opportunities

Job summary

Emapta is hiring a Support Desk Manager in Makati to strengthen service performance for our managed IT services. You will coordinate international teams, manage queues and SLAs, and ensure timely delivery of support to Australian and other Western clients from the Manila and Australia desks.

The role requires 5+ years in IT service desk and at least 2 years in a leadership capacity, strong Microsoft 365 and Windows knowledge, and hands-on HaloPSA experience.

Qualifications

• 5+ years IT service desk experience.
• 2+ years in team lead/management role.
• L1-L2 technical understanding of Microsoft 365 and Windows."
• Hands-on HaloPSA experience.
• Excellent English with AU/Western customers.
• Proven ability to direct team members and hold them accountable.
• Strong planning and logistics skills for scheduling and travel.

Responsibilities

• Monitor Halo queues, phone queues, and inbound communications daily.
• Triages HumanReview queue and escalations.
• Identify unassigned tickets and assign to the appropriate team members.
• Track P1 and P2 tickets through closure.
• Ensure daily tickets are assigned and started.
• Provide clear handover to the night shift.
• Route escalations to L3 and security to the security desk.
• Plan onsite visits and coordinate with customers.
• Manage Manila and Australian teams as one desk.

Skills

Team leadership

Service desk

Microsoft 365

Windows basics

Ticketing systems

English fluency

L1-L2 tech knowledge

Education

ITIL Foundation

Tools

HaloPSA

Power BI

Job description

Strengthen Service Desk Performance in Managed IT Services

Career progression and work-life balance belong together. This Support Desk Manager opportunity offers both, with a competitive salary, daytime schedule, and weekends off. Coordinate international support teams, strengthen service performance, and resolve customer challenges within the IT services industry. Establish a long-term international career with Emapta, connecting top 1% talent with meaningful responsibility, professional development, and rewarding opportunities for growth.

Snapshot

• Employment Type: Full-time
• Work Setup: Onsite, Makati
• Shift: Day Shift, 6:30 AM-3:30 PM, Weekends Off
• Salary: PHP 150,000-PHP 200,000

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift schedule
• Fixed weekends off
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

Essential

• At least 5 years of IT service desk experience, including at least 2 years in a team lead, dispatcher, or service desk management role at a managed services provider, preferably an Australian provider
• L1-L2 technical understanding of Microsoft 365, Windows, networking basics, and endpoint management to assess and route tickets correctly
• Hands-on experience with a PSA or ticketing platform, including SLAs and queue management; HaloPSA experience is an advantage
• Excellent written and spoken English, with experience communicating with Australian or other Western customers
• Proven ability to direct team members, including senior technicians, and hold them accountable
• Strong planning and logistics skills covering scheduling, timing, travel, and freight

Desirable

• Experience managing teams across countries and time zones
• Familiarity with NinjaOne, Microsoft Intune, Entra ID, or similar tools
• ITIL Foundation certification or equivalent
• Experience creating dashboards or reports in Halo or Power BI

Personal Attributes

• Assertiveness, decisiveness, and composure under pressure
• Reliability in meeting commitments and deadlines
• Strong organizational skills and discipline in clearing daily tasks
• Customer-focused judgment, including knowing when a call is more appropriate than an email
• Proactive approach to identifying problems before they are raised

Responsibilities

Queues, SLAs, and Priority Tickets

• Monitor all Halo queues, phone queues, and inbound communications throughout the day.
• Manage the HumanReview queue by triaging tickets that Halo's AI tool cannot confidently classify, along with escalations.
• Identify unassigned tickets and assign them to the appropriate team members.
• Monitor assigned open tickets to ensure active progress and intervene before SLA breaches.
• Ensure every ticket received that day is assigned and started that day, except those arriving after 4:00 PM.
• Track every open P1 and P2 ticket through closure, including its assigned technician, current status, last customer update, and next scheduled update.
• Clear outstanding items from your daily task list and provide a clear handover to the night shift.

Escalations and Distribution

• Manage customer escalations referred by leadership through resolution, including customer communication.
• Route technical escalations to L3 technicians and security matters to the security desk, maintaining coordination on issues affecting customers.
• Ensure escalated issues are not left unresolved between teams.

Onsite Work, Scheduling, and Logistics

• Schedule onsite work and coordinate dates, access, and expectations with customers.
• Use mapping and scheduling tools to understand Australian client locations and group onsite visits to minimize technician travel.
• Manage incoming and outgoing equipment with support, including receiving, tagging, dispatching, and booking couriers.
• Determine whether each device should reach the customer through a technician or by courier, with setup completed remotely where appropriate.

People Management

• Manage the Manila and Australian teams as one support desk, coordinating daily priorities, workloads, rosters, leave coverage, phone queue coverage, and after-hours rotations.
• Set clear expectations, hold technicians accountable, and address performance concerns early.
• Establish working relationships with staff and leadership, earning the respect of technicians and management.

Customers

• Serve as the desk's day-to-day customer contact, providing clear, timely, and honest updates in plain English.
• Develop relationships with key customer contacts so they know who manages their support.

Tooling and Improvement

• Help develop Halo queues, dashboards, SLA reporting, automation, and the knowledge base.
• Identify recurring problems and improve the processes contributing to them.
• Report weekly to the Finance and Operations Manager on SLA performance, P1 and P2 tickets, escalations, and backlog.

Success Measures

• Clear the manager's backlog daily, including the HumanReview queue, unassigned tickets, escalation distribution, and promised customer updates.
• Ensure tickets received that day are assigned and started that day, except those arriving after 4:00 PM.
• Meet response and resolution SLAs, minimize breaches, and explain and address any breaches; targets to be confirmed.
• Track and actively progress all priority tickets, updating customers at agreed intervals until closure.
• Resolve escalations referred by leadership without requiring leadership to follow up.
• Plan onsite visits efficiently and ensure devices arrive on time through the appropriate route.
• Establish clear daily priorities for technicians, earn their respect, and coordinate Manila and Australia as one support desk.
• Enable the Managing Director and Finance and Operations Manager to step back from day-to-day support.

First 6 Months

• Learn Halo, auto-triage, the Human Review queue, SLAs, and the team. Monitor queues and P1 and P2 tickets alongside the Finance and Operations Manager. Learn key customers' names and locations.
• Manage daily triage and distribution. Run the Manila team's daily operations. Schedule onsite work and manage incoming and outgoing equipment with support. Handle initial escalations from leadership.
• Run the full support desk across Manila and Australia. Manage escalations end to end. Report weekly on SLAs and actively improve tooling.
• Demonstrate significant weekly progress while learning the customers, tools, team, and Australian geography, with the role fully managed by approximately month 6.

About the Client

Our client is an established IT services provider with a sustained record of growth and excellence in infrastructure management, technical support, and cybersecurity.

Its reputation reflects experienced specialists, disciplined support processes, and continued investment in people and technology. Supported by a sophisticated network operations centre, the company helps businesses maintain secure, reliable, and efficient systems. A commitment to quality, integrity, innovation, and customer satisfaction underpins its success, creating a compelling environment for professionals seeking meaningful responsibility and lasting career development.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.