[Hiring] Service Desk Manager @Booth and Partners Pte Ltd

Role Description

The Service Desk Manager owns the performance, strategy, and leadership of Arraya's Global Service Desk team, focusing on delivering exceptional client experience and building a high-performing support organization. This role is responsible for leading Service Desk Team Leads and Technicians located in the Philippines, ensuring operational excellence, SLA achievement, customer satisfaction, staffing, process maturity, and employee development.

The Manager develops future leaders, drives accountability, supports continuous improvement initiatives, and ensures consistent service delivery aligned with client and organizational objectives. The Service Desk Manager serves as the operational leader of the Global Service Desk organization and is expected to be a visible and active leader who fosters a strong team culture through regular engagement, professional development, recognition programs, and periodic in-person team events.

This role reports to the Director of Managed Services Delivery.

Supervisory Responsibilities

• Directly manage Service Desk Team Leads and oversee all Service Desk Technicians.
• Conduct regular one-on-one meetings with Team Leads and Service Desk Technicians to review performance, challenges, and development plans.
• Approve time off, manage scheduling conflicts, and ensure adequate coverage across all shifts.
• Own hiring, onboarding, and offboarding for all Service Desk staff.
• Provide performance feedback, handle disciplinary actions, and lead annual performance reviews.
• Set goals and development plans for team members in alignment with organizational objectives.
• Own training programs, certification tracking, and cross-skilling.
• Promote a culture of accountability, professionalism, and continuous improvement.
• Develop and mentor Team Leads to create a strong leadership pipeline.
• Partner with Human Resources and Managed Services leadership to recruit, onboard, and retain Service Desk personnel.
• Foster a culture of accountability, collaboration, customer service, and continuous improvement.
• Organize and lead periodic in-person team gatherings, training sessions, workshops, and team meetings.
• Promote a positive and inclusive team culture through employee recognition activities, team-building events, and engagement initiatives.
• Foster strong working relationships across the Service Desk organization.

Responsibilities

• Manage daily service desk operations, ensuring tickets are assigned, prioritized, and resolved on time.
• Review and follow up on high-priority tickets to ensure resolution and client communication.
• Own client escalations directly through to confirmed closure.
• Oversee staffing schedules, approve time off, and adjust coverage to maintain SLA compliance.
• Conduct daily and weekly check-ins with Team Leads and technicians on workload and performance.
• Audit tickets and interactions for quality, documentation, and process adherence.
• Provide hands-on coaching, feedback, and support to service desk staff as needed.
• Track and report KPIs including volume, resolution time, first-call resolution, and satisfaction.
• Escalate unfillable coverage gaps in advance of the gap, with proposed mitigation.
• Raise recurring or systemic issues with problem statements and proposed corrective actions.
• Escalate performance or conduct concerns and departure risks to the Director and HR before acting.
• Own the upkeep and accuracy of service desk documentation.
• Coordinate with infrastructure, projects, and service delivery on cross-functional service issues.
• Ensure technicians progress against learning paths and certification goals.
• Lead the day-to-day operations of Arraya's Global Service Desk organization.
• Ensure staffing, workforce planning, scheduling, and coverage models support client requirements and service level commitments.
• Drive employee engagement, retention, training, and career development initiatives.
• Establish consistency in service delivery, reporting, documentation, escalation management, and operational processes.
• Develop Team Leads and future leaders to support the continued growth and scalability of the Global Service Desk.
• Develop and execute team engagement initiatives that strengthen collaboration, communication, and alignment with company values.
• Coordinate training events, team meetings, leadership workshops, and development activities.
• Partner with leadership and Human Resources to support employee engagement, recognition, and team-building programs.

Expectations

• Service KPIs are tracked and trending to target, with accurate reporting delivered to the Director.
• Contracted response and resolution SLAs are met, with misses documented and corrected.
• Customer satisfaction meets or exceeds target, with a client-first and people-first mindset promoted.
• Every direct report has documented one-on-ones, a current development plan, and quarterly progress.
• Client escalations are owned directly and closed with confirmed client communication recorded.
• All shifts are staffed to protect SLA commitments, with schedules published in advance.
• Ticket quality standards are enforced through recurring audits.
• Processes are improved continuously, and accountability, professionalism, and strong communication are modeled.
• Team Leads demonstrate continued professional growth and increased operational ownership.
• Employee retention, engagement, and satisfaction remain a focus through regular communication.
• Team training plans are maintained, executed, and measured against defined development objectives.
• Periodic team gatherings and development events are conducted to strengthen culture and collaboration.

Qualifications

• 7+ years of experience in IT support, service desk operations, or service delivery leadership.
• 3+ years of experience leading technical support teams within an MSP or multi-client environment.
• Prior experience directly managing Team Leads, supervisors, or frontline managers.
• Demonstrated success building high-performing teams and developing future leaders.
• Experience managing distributed or remote teams, preferably within the Philippines.
• Proven experience owning staffing, workforce planning, employee development, and customer escalations.

Education

• Required: Bachelor’s degree in information technology, Computer Science, Information Systems, Business Administration, or a related field.
• Preferred: Bachelor’s degree in information technology, Computer Science, Information Systems, Engineering, or a related discipline.
• Leadership, management, or business-related coursework or certifications.
• ITIL Foundation certification or higher.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or other relevant technical certifications.
• Supervisory, leadership, or people-management training certifications.

Position Type and Expected Hours of Work

• Full-Time
• Remote
• 40+ hours per week, as required to support business needs.
• Primary work schedule aligned to U.S. Eastern Time (EST/EDT) business hours.
• Must be available to support management meetings, employee coaching sessions, customer escalations, and operational reviews during Eastern Time business hours.
• Flexibility to adjust work schedules as needed to support Team Leads, technicians, and operational activities.
• Occasional evenings, overnight, weekend, or holiday availability may be required.
• Travel within the Philippines may be required for team gatherings, training events, and team-building events.