Job Summary

We are seeking an experienced and results-oriented Service Desk Operations Manager to lead and manage a high-performing, multilingual technical Service Desk team in a 24x7 global support environment. This role combines operational leadership, people management, and performance optimization through strong data analysis, stakeholder engagement, and technology platforms such as ServiceNow, NICE CXone, and Power BI. The successful candidate will drive service excellence while nurturing a culture of continuous improvement and employee development.

Key Responsibilities:

• Lead a global, multilingual technical helpdesk team of up to 300 personnel, including supervisors, quality analysts, and support agents.
• Oversee the delivery of IT support services across various time zones and languages, ensuring operational alignment with KPIs and SLAs.
• Manage daily operations through tools such as ServiceNow and NICE CXone, ensuring efficient ticket handling, escalation management, and service resolution.
• Conduct workforce planning, shift scheduling, and real-time queue monitoring for round-the-clock support.
• Drive data-informed decisions using Power BI, Excel, and other reporting tools to produce dashboards, performance reports, and business insights.
• Present regular service updates and strategic recommendations to senior stakeholders and the client using professional PowerPoint presentations.
• Act as a point of contact for the customer and manage any escalations
• Maintain strong governance practices including risk management, compliance reporting, and document control.
• Foster employee engagement through coaching, mentoring, upskilling, and structured performance feedback.
• Align Service Desk service delivery with ITIL standards and best practices.
• Collaborate cross-functionally with internal IT, infrastructure, and application teams to ensure end-to-end service delivery.

Role Requirements

• Must be amenable to work on a hybrid arrangement in Cebu City.
• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.
• 10+ years of progressive IT support experience, with 5+ years in a managerial capacity.
• Proven experience managing multilingual technical helpdesk teams in a global or regional service delivery model.
• Strong working knowledge of ServiceNow, NICE CXone, and Microsoft 365 tools including Power BI, Excel, and PowerPoint.
• Demonstrated expertise in KPI/SLA management, reporting, data analysis, and performance optimization.
• Excellent leadership, stakeholder communication, and presentation skills.
• ITIL v3 or v4 Foundation Certification preferred.

Preferred Skills:

• Experience managing both single-client and shared-service desk environments.
• Understanding of cultural nuances and communication dynamics in global/multilingual teams.
• Familiarity with compliance, audit readiness, and business continuity planning.