Sr. IT Service Desk Specialist

Be the one building AI-powered experiences where they matter most.

At Genesys we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people systems data and AI to help organizations deliver more personalized service improve operational efficiency and build stronger customer relationships.

Help build support and operate technology used by more than 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Sr. IT Service Desk Specialist

Job Description

Role Summary:

Genesys is seeking a highly motivated Sr. IT Service Desk Specialist to join the Global Service Desk (GSD) team in Manila. This role is responsible for delivering 24/7 technical support to employees worldwide while providing team leadership roster management and operational oversight within a hybrid model that combines human expertise with AI-driven support capabilities.

As the lead and primary point of escalation you will ensure seamless service desk operations maintain business continuity and drive consistent service quality. You will work alongside AI-powered tools customer self-service solutions live chat and digital support platforms playing a key role in advancing a modern AI-first support experience that improves resolution speed quality and overall end-user satisfaction.

Key Responsibilities:

Team Leadership & Operations

• Act as a senior engineer ensuring smooth day-to-day service desk operations.

• Manage shift rosters ensuring adequate coverage backup resources and business continuity across time zones.

• Monitor queue health ticket volumes and workload to ensure SLA adherence and optimal resource utilization.

• Serve as the first point of escalation for complex or business-critical issues.

• Lead high-severity (P1/P2) incident management including owning bridge calls coordinating cross-functional teams and driving timely resolution.

• Ensure effective shift handovers with clear documentation of ongoing incidents risks and priorities.

• Identify operational gaps and drive continuous improvement initiatives.

• Represent the Global Service Desk in weekly/monthly business reviews meetings.

• Ensure clear and effective communication during incidents escalations and service updates.

Service Desk & Technical Support

• Provide 24/7 end-user support via phone live chat self-service portals digital platforms email and ticketing systems.

• Diagnose and resolve hardware software network and access-related issues.

• Promote and support self-service solutions to improve user autonomy and efficiency.

• Leverage AI-powered virtual agents and automation tools validating outputs to ensure accuracy and user satisfaction.

• Identify and drive automation opportunities to enhance support efficiency.

• Manage incidents and service requests using ITSM tools (ServiceNow) ensuring SLA/KPI compliance and appropriate escalation to Tier 2/3 teams.

• Support user lifecycle management (provisioning access deprovisioning).

• Troubleshoot Windows macOS iOS Android and enterprise applications.

• Support collaboration tools (Microsoft Teams Zoom Zoom Rooms) and VPN/connectivity issues.

• Act as a human-in-the-loop validating and improving AI-driven responses and workflows.

• Maintain and enhance knowledge base content for AI and self-service effectiveness.

• Provide feedback to improve AI models automation workflows and digital support platforms.

• Analyze trends to recommend process improvements and automation opportunities.

Required Qualifications:

• Technical diploma or bachelors degree in IT Computer Science or a related field.

• 47 years of experience in IT support / Service Desk / Helpdesk roles with prior experience in a lead or senior role.

• Strong knowledge of Windows and macOS environments.

• Hands-on experience supporting mobile devices (iOS and Android).

• Experience with Microsoft Teams Zoom Zoom Rooms and other collaboration/video conferencing tools.

• Experience with ITSM tools (ServiceNow preferred).

• Hands-on experience with Azure Active Directory (Azure AD) and Active Directory.

• Experience with endpoint and device management tools (Intune Windows Autopilot JAMF Pro).

• Experience with Microsoft Office 365 / Microsoft 365 suite.

• Solid understanding of networking concepts (TCP/IP DNS DHCP) and VPN connectivity.

• Experience supporting users via live chat self-service portals or digital support channels.

• Experience working with automation tools or AI-assisted support systems (chatbots virtual agents etc.).

• Strong analytical and problem-solving skills including validating AI outputs.

• Outstanding communication and presentation skills (written and verbal in English) with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders.

• Proven ability to lead mentor and manage shift operations in a global 24/7 environment.

• Strong customer service orientation with a user-first mindset.

• Ability to work in rotational shifts including nights weekends and holidays.

Preferred Qualifications:

• ITIL Foundation certification.

• Experience in shift lead / team lead / support queue management roles.

• Exposure to AI/ML concepts in IT operations (AIOps virtual agents automation platforms).

• Experience improving self-service adoption chatbots or digital support experiences.

• Exposure to cloud environments (AWS Azure or GCP).

• Basic scripting knowledge (PowerShell or Bash).

• Familiarity with prompt engineering or AI-assisted troubleshooting tools.

#LI-Hybrid

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era Build future-ready skills through mentorship learning programs leadership development and education support.
• Time to recharge and give back Benefits include paid volunteer time August Free Fridays well-being resources and regionally tailored programs for employees and their families.
• Recognized globally Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.

• Next youll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.

• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.