Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Sr. IT Service Desk Specialist

Job Description

Role Summary:

Genesys is seeking a highly motivated Sr. IT Service Desk Specialist to join the Global Service Desk (GSD) team in Manila. This role is responsible for delivering 24/7 technical support to employees worldwide, while providing team leadership, roster management, and operational oversight within a hybrid model that combines human expertise with AI-driven support capabilities. 

As the lead and primary point of escalation, you will ensure seamless service desk operations, maintain business continuity, and drive consistent service quality. You will work alongside AI-powered tools, customer self-service solutions, live chat, and digital support platforms, playing a key role in advancing a modern, AI-first support experience that improves resolution speed, quality, and overall end-user satisfaction. 

Key Responsibilities: 

Team Leadership & Operations 

• Act as a senior engineer, ensuring smooth day-to-day service desk operations. 

• Manage shift rosters, ensuring adequate coverage, backup resources, and business continuity across time zones. 

• Monitor queue health, ticket volumes, and workload to ensure SLA adherence and optimal resource utilization. 

• Serve as the first point of escalation for complex or business-critical issues. 

• Lead high-severity (P1/P2) incident management, including owning bridge calls, coordinating cross-functional teams, and driving timely resolution. 

• Ensure effective shift handovers with clear documentation of ongoing incidents, risks, and priorities. 

• Identify operational gaps and drive continuous improvement initiatives. 

• Represent the Global Service Desk in weekly/monthly business reviews meetings. 

• Ensure clear and effective communication during incidents, escalations, and service updates. 

Service Desk & Technical Support 

• Provide 24/7 end-user support via phone, live chat, self-service portals, digital platforms, email, and ticketing systems. 

• Diagnose and resolve hardware, software, network, and access-related issues. 

• Promote and support self-service solutions to improve user autonomy and efficiency. 

• Leverage AI-powered virtual agents and automation tools, validating outputs to ensure accuracy and user satisfaction. 

• Identify and drive automation opportunities to enhance support efficiency. 

• Manage incidents and service requests using ITSM tools (ServiceNow), ensuring SLA/KPI compliance and appropriate escalation to Tier 2/3 teams. 

• Support user lifecycle management (provisioning, access, deprovisioning). 

• Troubleshoot Windows, macOS, iOS, Android, and enterprise applications. 

• Support collaboration tools (Microsoft Teams, Zoom, Zoom Rooms) and VPN/connectivity issues. 

• Act as a human-in-the-loop, validating and improving AI-driven responses and workflows. 

• Maintain and enhance knowledge base content for AI and self-service effectiveness. 

• Provide feedback to improve AI models, automation workflows, and digital support platforms. 

• Analyze trends to recommend process improvements and automation opportunities. 

Required Qualifications: 

• Technical diploma or bachelor's degree in IT, Computer Science, or a related field. 

• 4–7 years of experience in IT support / Service Desk / Helpdesk roles, with prior experience in a lead or senior role. 

• Strong knowledge of Windows and macOS environments. 

• Hands-on experience supporting mobile devices (iOS and Android). 

• Experience with Microsoft Teams, Zoom, Zoom Rooms, and other collaboration/video conferencing tools. 

• Experience with ITSM tools (ServiceNow preferred). 

• Hands-on experience with Azure Active Directory (Azure AD) and Active Directory. 

• Experience with endpoint and device management tools (Intune, Windows Autopilot, JAMF Pro). 

• Experience with Microsoft Office 365 / Microsoft 365 suite. 

• Solid understanding of networking concepts (TCP/IP, DNS, DHCP) and VPN connectivity. 

• Experience supporting users via live chat, self-service portals, or digital support channels. 

• Experience working with automation tools or AI-assisted support systems (chatbots, virtual agents, etc.). 

• Strong analytical and problem-solving skills, including validating AI outputs. 

• Outstanding communication and presentation skills (written and verbal in English), with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders. 

• Proven ability to lead, mentor, and manage shift operations in a global, 24/7 environment. 

• Strong customer service orientation with a user-first mindset. 

• Ability to work in rotational shifts, including nights, weekends, and holidays. 

Preferred Qualifications: 

• ITIL Foundation certification. 

• Experience in shift lead / team lead / support queue management roles. 

• Exposure to AI/ML concepts in IT operations (AIOps, virtual agents, automation platforms). 

• Experience improving self-service adoption, chatbots, or digital support experiences. 

• Exposure to cloud environments (AWS, Azure, or GCP). 

• Basic scripting knowledge (PowerShell or Bash). 

• Familiarity with prompt engineering or AI-assisted troubleshooting tools. 

#LI-Hybrid

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.