Are you a seasoned IT professional with knack on people management and top-tier service delivery? Join our growing IT team as a Help Desk Manager, where you'll play a key leadership role in ensuring seamless IT support across our global operations in the Philippines. What You'll Do: + Lead and manage the Help Desk team, ensuring 24/7 support coverage for internal and external stakeholders. + Drive excellence in Service Desk, Incident, and Change Management processes. + Collaborate with global teams and business leaders to create innovative strategies that improve IT support efficiency. + Analyze performance, implement improvements, and ensure compliance with ITIL standards. + Mentor and develop a diverse team of IT support professionals, both onshore and offshore. What You'll Bring: Education & Certification: + Bachelor's degree in Computer Science, Engineering, Business, or related field + ITIL Foundation certification (preferred) + Proficiency in English (Filipino and/or Spanish is a plus!) Experience: + 8+ years in a Call Center environment + Proven leadership in IT Service Desk management within an enterprise setup + Strong people management skills with experience handling globally dispersed teams + Ability to support 24/7 operations, including weekends and holidays + Familiarity with data center operations is a plus Skills & Mindset: + In-depth understanding of ITIL processes + Strategic thinking with financial acumen (P&L, budgeting) + Strong communication, analytical, and writing skills + Resilient, creative, and adaptable in fast-paced environments + Passion for customer service and operational excellence Company Description: Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.