Workforce and Quality Expert Manager

Service Desk Manager – Multilingual Service Desk Account

Location: Taguig City
Work Setup: Onsite
Schedule: Night Shift
Employment Type: Full-time
Salary: Up to ₱150,000 per month (depending on experience and expertise)

Key Responsibilities

• Build and maintain strong relationships with key client stakeholders.
• Ensure successful service delivery through SLA achievement and high CSAT/OSAT scores.
• Oversee end-to-end performance of service desk operations.
• Manage incident, problem, and change processes based on ITIL best practices.
• Lead service improvement initiatives and ensure client satisfaction.
• Collaborate with senior management on client account growth and retention.
• Prepare and present service and financial reports with accuracy.
• Support and mentor service desk teams to achieve operational excellence.
• Remove obstacles impacting customer satisfaction or financial performanc...