Service Desk - Tier 2 Service Desk Manager

We are looking for a highly capable and detailoriented Service Desk - Tier 2 Service Desk Manager to join our IT Support organization. In this role, you will be responsible for overseeing Tier 2 daily operations, managing escalations, and ensuring high-quality resolution of complex incidents.

You will collaborate closely with Tier 1 teams, internal resolver groups, vendors, and client stakeholders to ensure service continuity, SLA compliance, and customer satisfaction. This role plays a critical part in maintaining operational excellence and driving continuous improvement across the Service Desk.

This role is fulltime and based in Manila and Pampanga site, with onsite requirements depending on business and client needs.

Short Role Summary

The Service Desk Tier 2 Service Desk Manager is accountable for leading Tier 2 support operations, owning escalated incidents, and ensuring consistent communication, documentation, and quality standards. The role se...