On-Site Service Desk Regional Lead – Americas
Salary: ₱80,000 – ₱90,000 per month
Service Desk Regional Lead – Americas
Location: Quezon city, Philippines
Work Arrangement: Full-Time, Onsite
Shift: Night Shift / US Business Hours
Employment Type: Full-Time
About Excis
Excis is a global IT services and technology solutions provider supporting enterprise clients across multiple countries and regions. We deliver IT infrastructure, technical support, service desk, field services, and managed IT solutions to organizations worldwide.
We are looking for an experienced Service Desk Regional Lead – Americas to lead our Service Desk operations supporting customers across North America and Latin America.
Job Summary
The Service Desk Regional Lead – Americas will be responsible for leading and managing Service Desk Analysts supporting users across the Americas. The role will oversee daily service desk operations, team performance, escalations, SLA compliance, workforce planning, and continuous service improvement.
The successful candidate will be a strong people leader with solid technical support and IT service management experience, excellent communication skills, and the ability to manage operations in a fast-paced 24x7 environment.
Key Responsibilities
Lead, mentor, and manage Service Desk Analysts supporting users across North America and Latin America.
Oversee daily Service Desk operations, ensuring incidents, service requests, and escalations are handled efficiently and within agreed SLAs.
Act as the primary escalation point for complex technical and customer service issues.
Monitor team performance and provide regular coaching, feedback, and capability development.
Conduct performance reviews and support individual and team development plans.
Manage workforce planning, scheduling, attendance, and shift coverage to ensure continuous service delivery.
Monitor KPIs, service metrics, SLA performance, and operational trends to identify areas for improvement.
Drive continuous improvement and operational excellence across Service Desk processes.
Collaborate with Infrastructure, Network, Security, Application Support, and other technical teams to ensure timely issue resolution.
Ensure compliance with ITIL practices and Incident, Problem, Request, and Change Management processes.
Maintain a high level of customer satisfaction through effective communication and consistent service quality.
Prepare and present operational reports, service reviews, KPI dashboards, and performance updates to management and key stakeholders.
Support service delivery initiatives and ensure effective communication between the Service Desk, technical teams, and business stakeholders.
Required Qualifications & Experience
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
Minimum 5 years of IT Service Desk or Technical Support experience.
At least 2 years of experience in a leadership, supervisory, or team lead role.
Strong knowledge of ITIL practices, Incident Management, Request Fulfillment, and Service Operations.
Experience managing enterprise IT support environments and distributed teams.
Working knowledge of:
Windows operating systems
Microsoft 365
Active Directory
Networking fundamentals
Remote support tools
Experience working with ITSM platforms such as ServiceNow, Jira Service Management, or equivalent.
Strong analytical, problem-solving, and decision-making skills.
Proven leadership, coaching, and people management capabilities.
Excellent communication, customer service, and stakeholder management skills.
Fluent English communication skills are required.
Ability to work effectively in a fast-paced 24x7 service environment.
Willingness to work full-time onsite during night shifts to support US-based customers.
Preferred Skills
Experience supporting North American or Latin American customers.
Experience managing geographically distributed or multi-shift Service Desk teams.
Experience with SLA, KPI, CSAT, productivity, and service performance reporting.
Strong understanding of escalation management and major incident coordination.
Experience driving process improvement and service quality initiatives.
ITIL certification is an advantage.
What We're Looking For
We are looking for a hands-on and people-focused Service Desk leader who can balance technical support, customer experience, and operational performance.
The ideal candidate should be comfortable managing teams, handling escalations, working with multiple technical stakeholders, analyzing service metrics, and making decisions in a high-volume enterprise support environment.
Work Schedule
Full-time onsite position
Night shift
Supporting US-based customers
Willingness to work in a 24x7 service environment is required.
How to Apply
If you have the experience and leadership skills needed to manage a high-performing Service Desk team supporting customers across the Americas, we would like to hear from you.
Apply now and join Excis Global in delivering reliable, high-quality IT support to enterprise customers worldwide.