IT Service Desk Manager APAC

WSP
Auckland, Wellington, Manila
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Leadership","Interpersonal skills","Collaboration","Vendor management","Performance management","Cross-functional collaboration"]

Manage WSP’s outsourced APAC service desk provider to deliver high-quality IT support across Australia, New Zealand, and Asia. Own service desk performance by monitoring SLAs and KPIs, driving continuous improvement through NPS and FCR initiatives, optimizing processes and knowledge resources, and ensuring contractual responsibilities are met. Partner with IT and stakeholders in local governance to align service delivery with business goals and represent the service desk in enterprise meetings.

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FursaFursa
WSP
WSP
4 days ago

IT Service Desk Manager APAC

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Job Summary

Manage WSP’s outsourced APAC service desk provider to deliver high-quality IT support across Australia, New Zealand, and Asia. Own service desk performance by monitoring SLAs and KPIs, driving continuous improvement through NPS and FCR initiatives, optimizing processes and knowledge resources, and ensuring contractual responsibilities are met. Partner with IT and stakeholders in local governance to align service delivery with business goals and represent the service desk in enterprise meetings.
Location: Auckland, Wellington, Manila
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Oversee an outsourced service desk provider to ensure timely, efficient IT support to end-users across Australia, New Zealand, and Asia.
  • •Monitor and analyze service desk performance metrics and KPIs, implementing corrective actions and ensuring service levels are properly implemented.
  • •Collaborate with the provider and IT teams to optimize processes, workflows, and knowledge base resources.
  • •Establish continuous improvement using NPS feedback and drive FCR improvement by engaging relevant IT functions.
  • •Validate supplier responsibilities against contractual agreements, track agreement changes with impact assessments, and represent the service desk in local and enterprise governance meetings.

Key Requirements

  • •5+ years specializing in IT service desk management or related roles, with experience successfully managing outsourced service desks.
  • •Manage service desk operations for high-quality, timely end-user IT support across APAC regions.
  • •Strong understanding of ITIL (or similar IT service management frameworks) and service management practices.
  • •Experience with vendor management, service levels, and driving performance via SLAs and performance reviews.
  • •ITIL certification (or similar IT service management certifications) is required.
Experience:IT service desk managementOutsourced service deskITILIT governance
Skills:CommunicationLeadershipInterpersonal skillsCollaborationVendor managementPerformance managementCross-functional collaboration
Certifications:ITIL
Tech Stack:ITILIT service managementKPIsSLAsNPSFCRService desk metricsKnowledge base

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