URGENT! Service Desk Manager

HCL Technologies Philippines Inc; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

HCL Technologies Philippines Inc is seeking a Service Desk Manager to lead the first- and second-line technology support across the organization. You will own incident handling, triage, escalation, and resolution, ensuring service levels are met and customers experience is improved.

You will coach analysts, set standards for ticket triage, and step in during major incidents. The role includes continuous improvement, tooling, automation, and self-service initiatives to reduce recurring issues.

Qualifications

• Experience leading and developing service desk teams.
• Ability to define and maintain ITIL-aligned service desk processes and controls.
• Experience reporting on service performance metrics like volume, FCR, restore time, backlog, and satisfaction.
• Ability to manage relationships with hardware, software, and managed service vendors.
• Experience administering IT service management platforms and workflows.

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.
• Serve as escalation point for high-severity issues, coordinating technical teams and communicating status to business units.
• Maintain support coverage across business hours, including on-call rotations and holiday coverage.
• Ensure onboarding/offboarding and access changes are completed accurately and on schedule.
• Recruit, onboard, schedule, and develop service desk analysts and set expectations for quality and communication.
• Conduct regular one-on-ones, ticket reviews, and coaching from findings.
• Build technical depth through training on core platforms and security best practices.
• Drive root-cause analysis on recurring incidents and coordinate permanent fixes.
• Expand knowledge base and self-service catalog; use automation to reduce manual work.

Skills

People leadership

Incident management

ITIL

Vendor management

ITSM platforms

Security awareness

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