Senior Manager, Help Desk (Hospitality Technology)

Location: Taguig, Metro Manila, Philippines; onsite at the Manila office

Company

hirify.global Hospitality develops and supports technology and operational services for the hospitality industry.

What you will do

• Lead the Asia Pacific Level 1 customer support team and oversee daily operations.
• Ensure customer inquiries and technical issues are resolved promptly and accurately within SLAs and performance targets.
• Improve support workflows and service delivery in collaboration with Customer Care Governance and Operations.
• Coordinate with Commercial, Product, R&D, Technical Operations, Legal, and Regional Customer Delivery Services.
• Monitor customer feedback, satisfaction metrics, resolution times, deflection rates, and other operational KPIs.
• Manage reporting, team budgets, recruitment, onboarding, development, retention, and employee engagement in the Manila office.

Requirements

• Degree in business administration, operations management, engineering, IT, or a related field; an MBA is preferred.
• 10+ years of experience in operations management, particularly in support and service functions.
• Experience qualifying, troubleshooting, and resolving technical problems.
• Strong negotiation, arbitration, communication, problem-solving, and resolution skills.
• Project management experience with complex work plans, prioritization, and facilitation.
• Familiarity with Microsoft operating system environments and open-source platforms.

Nice to have

• Experience in hospitality technology or the hospitality industry.

Culture & Benefits

• Focus on customer-centric service delivery and continuous operational improvement.
• Emphasis on collaboration across functional leaders and departments.
• Opportunities to develop team skills through career pathing and personal growth.
• Inclusive workplace focused on diversity, equity, belonging, and fair treatment.