Service Desk Manager (IT Service Desk - BPO)
Gratitude IncService Desk Manager (IT Service Desk - BPO)
Job Description
Key Skills
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Job Title: Service Desk Manager (IT Service Desk – BPO)
Work Setup / Location: 100% Onsite – Taguig or Pasig City
Work Schedule: Night Shift
Salary Range: Up to ₱140,000 (depending on qualifications and experience)
Headcount: 2
Target Start Date: ASAP
Level: Mid Management
Job Summary
We are seeking an experienced Service Desk Manager to oversee IT Service Desk operations within a BPO environment. The successful candidate will have proven experience managing multilingual support teams, handling client relationships, and ensuring service excellence through adherence to SLAs, ITIL practices, and operational standards.
This role requires strong leadership, financial management understanding, and the ability to foster collaboration between clients and service delivery teams to achieve high levels of satisfaction and operational success.
Key Responsibilities
Oversee the delivery of IT Service Desk operations for assigned accounts.
Manage day-to-day team performance, escalations, and client relationships.
Drive SLA/KPI achievement, ensuring consistent, high-quality service delivery.
Coordinate between client stakeholders and internal teams for service improvements.
Oversee and manage profit and loss (P&L) within assigned accounts.
Support incident management, service improvement initiatives, and process audits.
Develop and implement operational procedures that align with ITIL best practices.
Conduct service reviews, provide reports, and address client feedback promptly.
Mentor and coach service desk leads and supervisors to maintain team efficiency.
Promote a positive, service-oriented culture aligned with company values.
Qualifications
At least 5 years of total experience, with 2–3 years in a managerial capacity leading IT Service Desk teams in a BPO setup.
Hands-on experience managing multilingual support environments.
Proven experience in financial management (profit and loss).
ITIL-trained or certified (Foundation or higher).
Strong client management and stakeholder engagement skills.
Must not be a job hopper (no pattern of less than 1-year tenure).
Must not be a current or former employee of restricted clients.
Excellent communication and analytical skills.
Strong background in IT Support or Helpdesk operations.
Education
Bachelor’s degree, vocational diploma, or college undergraduate in any field (preferably IT-related).
Soft Skills
Excellent written and verbal communication in English.
Strong analytical and problem-solving abilities.
High attention to detail and organizational skills.
Empathetic and service-oriented attitude.
Ability to multitask and manage multiple clients simultaneously.
Leadership, coaching, and team development skills.
Preferred Skills / Tools
BPO Service Desk Management
ITIL Framework (Incident, Change, and Problem Management)
Client Management
Customer Service DeliveryP
roject and Financial Management
Process Mapping and Service Improvement
Mandatory
Do you have at least 5 years of experience in IT Service Desk or BPO operations?
Yes No
Have you spent at least 2 years in a managerial role leading Service Desk teams?
Yes No
Are you ITIL-trained or certified?
Yes No
Do you have experience managing multilingual support teams in a BPO environment?
Yes No
Do you have experience in financial management (profit & loss) for your accounts?
Yes No
Are you willing to work onsite in Taguig or Pasig on a night shift schedule?
Yes No
Have you ever worked for or been employed by CGI or any restricted clients?
Yes No
Have you maintained an average employment tenure of at least 1 year per company?
Yes No
Optional / Experience-Based
What BPO clients or industries have you handled in your Service Desk management experience?
What is your highest ITIL certification level (Foundation, Intermediate, Expert)?
What tools or ticketing systems have you used (e.g., ServiceNow, Remedy, JIRA)?
What is your last drawn salary and expected salary?
What is your current notice period or availability to start?
Role
Any Other
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Functional Area
Any Other
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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