Service Desk Manager

Service Desk Manager (Consultant) – Outsourced About Us Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals. About The Client (US) With over 30 years of experience, our client works seamlessly with your staff, systems, policies, and procedures to achieve your IT goals (Cybersecurity Services, Managed and Cloud services, Disaster Recovery Services, Professional Services, Infrastructure Services, etc.) Job Summary The Service Desk Manager is responsible for overseeing the daily operations of the Help Desk team, ensuring high-quality support and service delivery to internal and external stakeholders. This role manages Help Desk agents directly, providing guidance, coaching, and performance management to ensure consistent issue resolution, customer satisfaction, and adherence to service level agreements (SLAs). The manager will also drive continuous improvement initiatives, maintain documentation standards, and collaborate across IT functions to ensure seamless support experiences. Essential Functions Lead and manage Help Desk agents, fostering a high-performance, customer-focused culture. Conduct regular team meetings and performance reviews to assess service quality and operational efficiency. Develop and implement support procedures and protocols to ensure timely and effective issue resolution. Ensure knowledge base articles and documentation are accurate, up-to-date, and accessible. Focus on delivery to SLAs and driving first response resolutions to improve customer satisfaction and reduce ticket lifecycle. Communicate with management and employees in an above-the-line manner, supporting company-approved applications and devices, and ensuring alignment with organizational goals and standards. Monitor ticket queues and performance metrics daily, weekly, and monthly to proactively identify and resolve service issues. Collaborate with other departments to ensure integrated support and escalation processes. Build and maintain strong relationships with internal departments, external clients, and vendors to facilitate communication and service delivery. Coordinate staffing schedules to ensure adequate coverage across shifts and business hours. Participate in planning and resource allocation for the Help Desk team. Ensure compliance with company policies, security standards, industry standards, and data privacy regulations. Manage and optimize support tools and technologies for efficiency and accuracy. Provide regular reporting on Help Desk performance, ticket resolution times, and customer satisfaction to leadership. Handle escalations promptly and effectively, ensuring resolution or appropriate escalation. Support hiring and onboarding processes for new Help Desk agents. Champion IT service management strategies, policies, and procedures. Lead by example in professionalism, attendance, and adherence to company standards. Perform other duties as assigned. Job Specifications – Knowledge, Skills, and Qualifications 5+ years of supervisory experience in a customer service or technical support environment. Bachelor’s Degree or equivalent experience. Strong interpersonal and communication skills with the ability to engage stakeholders at all levels. Excellent problem-solving and decision-making abilities in a fast-paced environment. Flexibility to work outside regular business hours as needed. Proven experience mentoring staff and fostering team development. High level of motivation and strong work ethic. Ability to generate and analyze performance reports across various timeframes. Travel may be required for this position. Preferred Qualifications 2+ years of experience managing Help Desk or Service Desk operations. Familiarity with ITIL practices and service management frameworks. Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management). Work Schedule (Snight shift) Monday to Friday (11PM-8AM; Manila Time) – may change due to DST. Work Setup (Officebased) Eastwood, Libis #J-18808-Ljbffr