IT Service Desk Manager – Hybrid (Up to 110K)

About the role

We are seeking an experienced IT Service Desk Manager to lead a hybrid support team for a global accounting firm in Ortigas, Pasig. The role combines hands‑on incident resolution with strategic oversight to ensure high‑quality, customer‑focused IT services.

Key responsibilities

• Lead daily IT Service Desk operations, ensuring efficient and timely support delivery.
• Mentor and develop team members to improve technical and customer service capabilities.
• Monitor ticket queues and manage the ticket lifecycle using ITSM tools.
• Handle major incidents and executive escalations, providing clear communication and resolution.
• Track and analyze performance metrics, including SLA compliance and resolution times.
• Collaborate with cross‑functional teams to maintain operational continuity and align services with business needs.
• Engage stakeholders to raise service standards and user satisfaction.
• Implement best practices and process improvements to boost service desk performance.
• Oversee service delivery across multiple sites, ensuring consistency and quality.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 6 years of experience in IT Service Desk operations.
• At least 2 years in a managerial or leadership role.
• Proven ability to manage major incidents and escalations.
• Strong interpersonal and written & verbal communication skills.
• Immediate availability is preferred.

Required skills

• Hands‑on experience with ITSM tools and ticket management processes.

What we offer

• Competitive salary up to 110 K.
• Hybrid work arrangement (3‑4 days onsite per week).
• Opportunity to lead a customer‑focused support function within a global accounting firm.