JOB DESCRIPTION

Location: Philippines – BGC, Taguig City

Working Hours: Shifting schedule aligned with UK operations

Job Title: Service Desk Manager

Reports To: CEO/ COO

JOB SUMMARY

The Service Desk Manager is responsible for leading the day-to-day operations of the IT Service Desk, ensuring the delivery of high-quality technical support to international clients in line with Service Level Agreements (SLAs).

This role oversees service desk performance, team management, incident handling, and service delivery standards, while also acting as the primary technical authority responsible for directly handling complex infrastructure and networking issues and serving as the top-level escalation point.

The position plays a critical role in maintaining customer satisfaction, supporting client retention, and ens...