Head of IT Service Desk

TL;DR

Head of IT Service Desk (FinTech): Leading the global remote Service Desk function with an accent on operational excellence, performance metrics, and workflow optimization via Jira Service Management. Focus on managing a 24x5 support team, ensuring consistent service delivery, and driving measurable improvements in incident response and user experience.

Location: Manila (Hybrid, 2 days per week in office)

Company

hirify.global is a leading global provider of integrated investment management solutions, operating as an independent subsidiary of the Deutsche Börse Group.

What you will do

• Lead and manage a global Service Desk Remote team providing 24x5 support.
• Ensure service performance against OLA, SLA, and CSAT targets.
• Act as the operational stakeholder for Jira Service Management, driving automation and reporting improvements.
• Manage operational risks, capacity planning, and workload distribution.
• Drive continuous service maturity and governance based on ITIL practices.
• Collaborate with local and global IT leadership to maintain end-to-end service continuity.

Requirements

• Proven leadership experience in Service Desk or IT support operations within complex environments.
• Strong ability to manage global, distributed teams and 24x5 coverage models.
• Demonstrated success in improving performance metrics such as MTTR and resolution rates.
• Solid understanding of ITIL practices and ITSM platforms, preferably Jira Service Management.
• Ability to work in a hybrid setup in Manila.

Culture & Benefits

• Hybrid work model with flexible hours.
• Personalized professional development through dedicated skill-building sprints.
• Inclusive, collaborative, and people-centered work environment.
• Recognized Great Place to Work certification in the Manila Delivery Center.
• Competitive compensation and bonus structure.