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MSP Service Desk Director

ScalableOS

Job Location:

Makati City - Philippines

Monthly Salary: Not provided by the employer

Posted: 26 October 2026 (Yesterday)

Application Deadline: 23 January 2027

Vacancies: 1 Vacancy

Job Summary

SUMMARY

The MSP Service Desk Director provides strategic and operational leadership for the service desk function across managed services clients. Based on site in the Philippines this role leads an offshore service delivery organization that operates across multiple time zones to support clients and internal partners including coverage aligned with U.S. business hours. The role is accountable for delivering consistent scalable secure and client-centered support experience; achieving contractual service levels; developing high-performing leaders and teams; and continuously improving the people processes technology and financial performance of the operation. The Director partners across MSP Engineering NOC Security Cloud Professional Services and client leadership to ensure effective issue resolution clear ownership seamless handoffs and continuous service delivery across regions

JOB RESPONSIBILITIES

Establish and execute the vision operating model annual objectives and roadmap for the MSP Service Desk in alignment with organizational strategy and client commitments.
Lead day-to-day service desk operations across support tiers shifts and client environments ensuring appropriate queue management ticket triage ownership prioritization escalation and closure.
Provide visible onsite leadership for the Philippines-based service desk operation reinforcing accountability engagement communication and consistent execution across all shifts.
Own service performance against contractual SLAs and internal targets including response time resolution time first-contact resolution backlog age reopen rate abandonment rate average speed to answer client satisfaction and quality measures.
Build a performance-management framework that translates service metrics into clear expectations coaching corrective actions and continuous improvement plans for leaders and team members.
Develop capacity staffing scheduling and coverage models based on ticket demand client growth seasonality skills and after-hours requirements; maintain business continuity and on-call readiness.
Design and manage shift coverage across time zones including schedules aligned with U.S. business hours after-hours support weekends holidays and daylight-saving-time changes based on client and business requirements.
Lead coach and develop managers supervisors team leads and technical staff; establish succession plans career paths training plans and role-based competency standards.
Create and maintain a consistent quality assurance program including ticket audits call reviews documentation standards client communication expectations and trend-based coaching.
Own major incident and high-severity escalation management for the service desk including rapid coordination executive and client communications service restoration post-incident review and follow-through on corrective actions.
Ensure incident service request problem change knowledge and escalation processes are documented measurable and aligned with ITIL/ITSM leading practices.
Drive effective use governance and optimization of PSA RMM ITSM telephony remote support documentation reporting and workforce-management platforms.
Champion standardization shift-left practices knowledge management self-service automation and responsible use of AI to improve speed consistency scalability and the client experience.
Analyze ticket volume categories recurring issues demand patterns and client trends to identify root causes reduce preventable contacts and coordinate improvement plans with engineering and other resolver groups.
Partner with MSP Engineering NOC Security Cloud Professional Services vCIO Sales and Client Success teams to define handoffs escalation paths support boundaries and accountability across the service lifecycle.
Serve as the primary operational bridge between the Philippines service desk and U.S.-based leaders and teams maintaining clear handoffs escalation paths documentation and communication across regions.
Oversee service desk readiness for new client onboarding technology transitions mergers acquisitions and significant changes including staffing documentation access tooling training and hypercare plans.
Build and maintain strong relationships with client leadership; participate in service reviews as needed address escalations set expectations and translate client feedback into measurable improvements.
Own the department budget labor model vendor spend forecasting productivity and financial performance; balance service quality employee engagement scalability and cost-to-serve.
Define vendor and partner performance expectations review service delivery resolve recurring issues and ensure third-party support aligns with client and organizational requirements.
Support proposals renewals and solution design by providing operational assumptions staffing models service-level considerations risks dependencies and cost inputs.
Provide executive reporting on service health risks capacity client experience financial performance and improvement initiatives with clear owners and action plans.
Monitor MSP and service management market trends evolving client expectations automation capabilities and leading practices; recommend investments and operating-model improvements.
Promote a culture of accountability urgency collaboration ownership inclusion and continuous learning while modeling the organizations values.
Build an inclusive high-accountability offshore culture that is fully integrated with the broader MSP organization and consistently reflects the organizations service standards and values.
Perform other duties as assigned.

QUALIFICATIONS

Bachelors degree in information technology business or a related field or an equivalent combination of education and relevant experience; masters degree preferred.
Eight or more years of progressive IT support or service delivery experience including at least three years leading managers or multi-tier technical support teams; direct MSP experience strongly preferred.
Demonstrated experience operating a multi-client service desk and managing competing contractual priorities escalations and service expectations.
Demonstrated success leading an onsite offshore or globally distributed service delivery team preferably in the Philippines with strong cross-cultural leadership and communication skills.
Strong knowledge of ITSM/ITIL practices including incident major incident request problem change knowledge and service-level management; ITIL certification preferred.
Experience managing service desk KPIs SLAs workforce capacity quality assurance client satisfaction operational reporting and continuous improvement programs.
Working knowledge of common MSP platforms and practices including PSA RMM ITSM/ticketing remote support documentation monitoring telephony and reporting tools.
Broad understanding of Microsoft 365 endpoint management identity and access networking cloud services cybersecurity backup and recovery and common end-user technologies sufficient to lead escalations and make sound operational decisions.
Experience with automation self-service knowledge-centered support and AI-enabled service management preferred.
Experience supporting healthcare or other regulated clients and working within security privacy and compliance requirements preferred.
Financial acumen with experience managing budgets labor models forecasting vendor costs and service-delivery economics.
Proven ability to lead organizational change develop leaders improve employee engagement and build accountable high-performing teams in a remote or distributed environment.
Ability and willingness to work onsite in the Philippines and maintain a schedule that provides meaningful overlap with U.S. time zones and other supported regions.
Executive-level written verbal presentation and client relationship skills including the ability to communicate effectively during high-impact incidents and escalations.
Strong analytical decision-making and problem-solving skills with the ability to convert data and trends into practical actions and measurable outcomes.
Ability to balance client experience employee experience risk contractual commitments scalability and financial performance.
Availability to provide leadership support outside standard business hours during major incidents service disruptions or other critical business needs.
Flexibility to work across time zones and adjust working hours as business client staffing or incident-response needs require.