Global Service Desk & Phl It Lead
Posted on March 13, 2025 by Anthesis Group
- Manila, Philippines
- $nan - $nan
- Full Time
Description
Anthesis needs a resourceful, experienced and independent person to lead a rapidly maturing IT Service Desk function, within a growing global IT Team. This role will require 20-100% time on mid-shift to collaborate with EMEA & APAC colleagues, and periodic collaboration with NA & LATAM colleagues (proportions flexible based on global performance).
This role will:
- Manage and improve the Service Desk for 1500+ end users globally
- Manage the regional Service Desk Leads to ensure consistency of service globally
- Manage the APAC region-specific requirements for Anthesis
- Plan and execute the migration of our Service Desk to an enterprise-class solution
This role will report to the Global IT Director and PHL Country Lead.
Key Responsibilities
- Ensure global alignment, a cadence of improvement, and consistency of service desk delivery across regional teams
- Maintenance & development of existing Service Desk
- Manage and improve ticket taxonomy & UX for end-users
- Define metrics & reporting for the Service Desk to demonstrate and increase value
- Succession planning for a future enterprise-class Service Desk, with a focus on automation and a shift towards self-service service requests
- Liaise with the IT Programme Manager to balance Service Desk / Project Delivery workloads across the shared resource pool
- Liaise with APAC & PHL Leads to ensure local requirements are met
- Line management responsibility for the APAC IT Team
- Work with other senior members of the IT Team to optimise resourcing and service delivery globally
Skills, Knowledge & Expertise
- Experience managing an international Service Desk in a medium/large organisation
- Experience designing and migrating to ServiceNow and/or Dynamics 365 Customer Service
- Experience managing Jira Service Management Service Desk
- Experience designing Service Desk metrics
- ITIL (preferably 4) experience
- Good communication skills
About Anthesis Group
Our commitment to building and maintaining a diverse workforce
Anthesis has clients across all industry sectors and supports some of the world’s largest multinationals such as Reckitt, Cisco, Tesco, The North Face, and Target. The company brings together 1,300+ experts operating in 42 countries around the world and has offices in Andorra, Brazil, Canada, China, Colombia, Finland, France, Germany, Ireland, Italy, the Middle East, the Philippines, Portugal, Spain, South Africa, Sweden, the UK, and the US.
We encourage all employees to contribute their ideas, perspectives, and experiences to help us create an inclusive and equitable workplace. By embracing diversity and providing equal opportunities, we believe we can drive innovation, foster creativity, and achieve our shared goals. So, if you’re ready to be a part of something truly extraordinary, then we want you! Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, pregnancy, marital status, protected veteran status, or disability status.
Together, we can continue to build a diverse and inclusive workforce where everyone has an equal opportunity to succeed and thrive.
If you require any reasonable adjustments to be made to your application process, or need this job advert in a different format, just let us know and we’ll be happy to help.
Anthesis has clients across all industry sectors and supports some of the world’s largest multinationals such as Reckitt, Cisco, Tesco, The North Face, and Target. The company brings together 1,300+ experts operating in 42 countries around the world and has offices in Andorra, Brazil, Canada, China, Colombia, Finland, France, Germany, Ireland, Italy, the Middle East, the Philippines, Portugal, Spain, South Africa, Sweden, the UK, and the US.
We encourage all employees to contribute their ideas, perspectives, and experiences to help us create an inclusive and equitable workplace. By embracing diversity and providing equal opportunities, we believe we can drive innovation, foster creativity, and achieve our shared goals. So, if you’re ready to be a part of something truly extraordinary, then we want you! Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, pregnancy, marital status, protected veteran status, or disability status.
Together, we can continue to build a diverse and inclusive workforce where everyone has an equal opportunity to succeed and thrive.
If you require any reasonable adjustments to be made to your application process, or need this job advert in a different format, just let us know and we’ll be happy to help.
Advertised until:
April 12, 2025
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