IT Service Desk Manager, APAC

WSP
Philippines
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 6+ yearsSkills: ["Communication","Leadership","Interpersonal skills","Collaboration","Problem-solving"]

Oversee an outsourced service desk provider to deliver timely, high-quality IT support across APAC. Monitor and improve service desk performance using KPIs and service levels, align processes and knowledge resources with internal IT teams, and track initiatives driven by NPS and FCR targets. Manage contractual supplier responsibilities, financial support for service objectives, and represent the service desk in governance meetings while ensuring compliance with WSP SHEQ obligations.

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FursaFursa
WSP
WSP
3 days ago

IT Service Desk Manager, APAC

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Last checked: 20 hours agoStatus: Live

Job Summary

Oversee an outsourced service desk provider to deliver timely, high-quality IT support across APAC. Monitor and improve service desk performance using KPIs and service levels, align processes and knowledge resources with internal IT teams, and track initiatives driven by NPS and FCR targets. Manage contractual supplier responsibilities, financial support for service objectives, and represent the service desk in governance meetings while ensuring compliance with WSP SHEQ obligations.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Oversee the outsourced service desk provider to ensure high-quality IT support delivered to end-users in a timely manner.
  • •Monitor and analyze service desk performance metrics/KPIs, implement corrective actions, and ensure service levels and reporting are fit for purpose.
  • •Collaborate with the provider and IT teams to optimize processes, workflows, and knowledge base resources, and establish continuous improvement.
  • •Manage and validate supplier responsibilities under the contractual agreement, including tracking agreement changes and impact assessments.
  • •Drive service improvements by tracking NPS initiatives and outcomes, and improving FCR by engaging IT functions to meet targets.

Key Requirements

  • •6+ years in IT service desk management or related roles, with experience managing outsourced service desks.
  • •Strong understanding of ITIL or similar IT service management frameworks, including ITIL certification or similar certifications (required).
  • •Proven vendor management skills, including driving performance and service delivery improvements with an outsourced Service Desk.
  • •Excellent communication, leadership, and interpersonal skills to collaborate with cross-functional teams and stakeholders.
  • •Familiarity with IT governance and compliance standards, plus strong understanding of service desk industry standards (service levels, metrics, operating model).
Experience:6+ yearsIT service managementOutsourced service deskVendor managementIT governance
Skills:CommunicationLeadershipInterpersonal skillsCollaborationProblem-solving
Certifications:ITIL
Tech Stack:ITIL

Company Brief

WSP
Global professional services firm providing engineering, consulting, and technical services across infrastructure, environment, buildings, transportation, and energy sectors for public- and private-sector clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Montreal, Canada
Founded: 1959
WebsiteLinkedIn