💼 Full-Time Position

Service Desk Manager

🏢
HCLTech
📍 Taguig, National Capital Region, Philippines
📍
Location
Taguig, Philippines
📅
Posted
June 02, 2026
⏰
Type
Full-Time
🎯

Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

Job Description

Core Responsibilities of a Service Desk Manager

1. Team Leadership & People Management

  • Supervision and Mentoring: Guide, train, and coach service desk analysts; conduct performance reviews.
  • Workload Balancing: Manage call/chat/ticket queues, redistribute tasks to maintain optimal response times.
  • Culture Building: Foster a customer-focused, proactive support environment.
  • Performance Tracking: Monitor KPIs and conduct appraisals.
  • Resource Scheduling: Plan shift rotas for coverage, including out-of-hours support.
  • Compliance: Ensure daily adherence to organizational and security standards. [RE: TOS- O...er Marcelo | Outlook]


2. Service Delivery & Operations

  • Escalation Point: Act as the first contact for complex or high-prio...