Service Desk Manager

📍 San Juan City, Manila, Philippines
🕒 Australian Business Hours (with flexibility for after-hours escalations, weekends, and public holidays)

About the Role

We are looking for an experienced Service Desk Manager to lead a large-scale IT Service Desk supporting Australian business operations. This role is responsible for end-to-end service delivery, operational governance, customer satisfaction, workforce management, continuous service improvement, and stakeholder engagement.

The successful candidate will lead a team of approximately 55 Service Desk professionals, ensuring high-quality support across retail stores, supermarket operations, corporate users, and digital workplace environments.

Mandatory Requirement: Proven experience supporting Retail and Supermarket Operations, including store support environments, business-critical trading periods, point-of-sale (POS) systems, distributed locations, and operational escalations.

Key Responsibilities

Service Delivery & Operations

• Manage end-to-end Service Desk operations and service performance.
• Ensure achievement of SLAs, KPIs, OLAs, and customer commitments.
• Drive Incident, Request, Problem, Change, Knowledge, and Escalation Management processes.
• Monitor service performance metrics including SLA, CSAT, FCR, ASA, resolution times, and escalation trends.
• Lead operational reviews and continuous service improvement initiatives.

Leadership & Workforce Management

• Lead and develop a team of approximately 55 Service Desk resources.
• Manage Team Leads, Shift Leads, SMEs, and Service Desk Analysts.
• Drive employee engagement, coaching, performance management, and succession planning.
• Oversee recruitment, onboarding, workforce planning, and resource optimization.

Customer & Stakeholder Management

• Serve as the primary escalation point for major service issues.
• Build strong relationships with customer stakeholders, retail operations teams, and vendors.
• Lead Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and governance meetings.
• Present performance reports, improvement plans, and strategic recommendations.

Major Incident & Governance Management

• Own Major Incident and Escalation Management processes.
• Lead business-critical outage communications and resolution activities.
• Ensure compliance with ITIL, audit, governance, and security requirements.
• Manage operational risks and drive process standardization.

Qualifications & Experience

Mandatory

• Bachelor's Degree in IT, Computer Science, Information Systems, Engineering, Business Management, or related discipline.
• 8-12 years of IT Service Management or Service Desk experience.
• 5-7+ years in a Service Desk Manager, Service Delivery Manager, Operations Manager, or equivalent leadership role.
• Experience managing large support teams (30+ resources).
• Strong Service Delivery, Governance, and Stakeholder Management experience.
• Experience working with Australian, APAC, or global customers.
• Proven track record in SLA achievement, operational excellence, and service improvements.
• Hands-on experience supporting Retail and Supermarket operations (Required).

Required Skills

• Service Desk & Operations Management
• ITIL Framework & IT Service Management
• Incident, Problem, Change & Major Incident Management
• Workforce Planning & Resource Management
• Stakeholder & Vendor Management
• Governance, Risk & Compliance
• SLA / KPI Management
• ServiceNow
• Microsoft 365
• Active Directory / Entra ID
• Power BI
• Microsoft Teams
• Advanced Excel Reporting

Preferred Qualifications

• ITIL 4 Managing Professional Certification
• MBA or Master's Degree
• Service Transformation and Transition experience
• AI-enabled Service Desk and Automation exposure
• Intune / Endpoint Management experience
• SIAM (Service Integration and Management) knowledge