Service Desk Lead

About the role

We are seeking an experienced Service Desk Manager to join Xymbolic IT Solutions Provider Corporation on a full-time basis in Olongapo City, Zambales. This is a strategic leadership position that will oversee the day-to-day operations of our service desk function, ensuring the delivery of exceptional IT support services to our internal and external stakeholders. As Service Desk Manager, you will play a critical role in maintaining service quality, optimising processes, and leading a team of dedicated IT support professionals. Your leadership and technical expertise will be instrumental in driving operational excellence and supporting the organisation's wider IT objectives.

Key responsibilities

• Managing and supervising the service desk team, including recruitment, training, performance management, and staff development initiatives
• Overseeing the day-to-day operations of the service desk, ensuring service level agreements (SLAs) are consistently met and exceeded
• Implementing and maintaining IT service management processes, tools, and best practices in line with ITIL frameworks
• Monitoring and analysing service desk metrics and key performance indicators (KPIs) to identify areas for improvement and efficiency gains
• Managing the ticket lifecycle from initial request through to resolution, ensuring timely and effective closure of incidents and service requests
• Liaising with other IT departments and external vendors to escalate complex technical issues and facilitate resolutions
• Developing and implementing strategies to enhance customer satisfaction and service quality
• Producing regular reports and management information to communicate service desk performance and outcomes to senior leadership
• Establishing and maintaining documentation, knowledge bases, and standard operating procedures to support service delivery
• Responding to and resolving escalated customer complaints and service failures in a professional and timely manner

What we're looking for

• Minimum 3+ years of experience in IT service desk or support operations, with at least 2-3 years in a formal management or supervisory capacity

• Proven expertise in ITIL frameworks and IT service management best practices

• Strong knowledge of IT infrastructure, systems, and common IT support tools and ticketing systems

• Excellent leadership and people management skills, with the ability to motivate and develop team members

• Demonstrated ability to analyse data, identify trends, and implement process improvements

• Strong communication and interpersonal skills, with the capability to interact effectively with stakeholders at all levels

• Experience with SLA management and customer service excellence initiatives

• Problem-solving abilities and the capacity to manage multiple priorities in a fast-paced environment

• Experience with IT helpdesk software, asset management tools, and knowledge management systems

What we offer

Xymbolic IT Solutions Provider Corporation is committed to supporting the professional growth and wellbeing of our employees. We offer a competitive salary package, opportunities for continuous learning and professional development, and a collaborative work environment where your contributions are valued. We provide access to career advancement opportunities within our growing organisation, recognition of outstanding performance, and a supportive team culture that fosters innovation and excellence. Additionally, we offer standard employment benefits and are committed to maintaining a healthy work-life balance for all team members.

About us

Xymbolic IT Solutions Provider Corporation is a leading provider of comprehensive IT solutions and services. We are dedicated to delivering high-quality technology services that enable our clients and internal stakeholders to achieve their business objectives. Our commitment to excellence, customer-centric approach, and focus on innovation make us a trusted partner in the rapidly evolving IT landscape. We pride ourselves on fostering a culture of continuous improvement, collaboration, and professional development, where talented individuals can thrive and make meaningful contributions to our success.

Apply now

If you meet the above criteria and are interested in joining our team as a Service Desk Manager, we would like to hear from you. Please submit your CV, a covering letter outlining your relevant experience, and any supporting documentation to our recruitment team. We look forward to reviewing your application.