IT Service Desk Manager

Location: BGC, Taguig

Shift pattern: Mid-shift – 4pm MNL to 1am MNL

Working Model: Hybrid, 3 days in the office and 2 days working from home.

Working in our dynamic, successful IT team there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.

We really do believe that its our people who are our main competitive advantage – the thing that sets us apart from our competitors.

Our passion is to Help People Succeed. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.

We operate a hybrid working model, with a split of days being in the office and days being worked at home. Pepper Money has three offices across the UK and one office in Manila, where this role will be based.

What you will be doing

You'll lead the smooth delivery of IT services across the business, ensuring colleagues have reliable tech, fast support, and a great experience. You'll oversee service desk operations, end‑user computing, and the day‑to‑day running of our Microsoft 365 and Azure environments while driving continuous improvement.

Key Responsibilities

• Manage daily IT service delivery and ensure high performance and a strong end‑user experience.
• Oversee end‑user devices, onboarding/offboarding, and hardware lifecycle management.
• Coordinate operational activities across Microsoft 365 and Azure, including user access and lifecycle workflows.
• Lead the IT Service Desk, improving incident, request, and problem management processes.
• Act as an escalation point and ensure clear communication during incidents and maintenance.
• Collaborate with vendors, SaaS providers, and internal stakeholders to maintain service quality and SLAs.
• Maintain accurate asset inventories and support compliance, audit, and security requirements.
• Lead and develop EUC Engineers across UK and Manila, ensuring strong performance and capability.
• Contribute to budgeting, procurement, and cost‑effective management of IT assets and licensing.

What we are looking for

Were looking for a service‑focused IT professional with strong experience in end‑user computing, service desk operations, and Microsoft 365 lifecycle management. You'll be confident managing stakeholders, leading a small technical team, and driving service improvement in a fast‑paced environment.

Skills, Knowledge & Experience

• Strong background in IT service delivery, end‑user computing, and service desk operations.
• Hands‑on experience with Microsoft 365 admin processes including starters/movers/leavers and licence/access management.
• Working knowledge of Azure, M365 and cloud‑based operational environments.
• Understanding of IT asset management, hardware lifecycle, compliance, and security processes.
• Experience coordinating with vendors, SaaS providers, and internal stakeholders.
• Familiarity with ITSM processes (incident, request, problem) and service desk tooling.
• Excellent communication, organisational, and problem‑solving skills.
• Ability to lead and develop a small technical team across multiple locations.
• ITIL certification (Foundation or above); Microsoft certifications desirable.

Some of the benefits we provide are:

• Competitive salaries and bonus schemes
• Hybrid home/office working arrangements
• Regular training and opportunities to learn and grow
• Holiday leave plus bank holidays
• Medical insurance cover
• Life insurance
• Health and wellbeing support

In return for your commitment, youll have the chance to develop your career in a dynamic environment, working alongside top talent and an exceptional leadership team. If you want to be involved in our exciting expansion plans and have the chance to really shape and influence the way the business grows, then wed love to hear from you.

We also want our people to feel a sense of belonging at Pepper Money. We are committed to meeting our Diversity, Equality and Inclusion charter, further information can be found on the Careers section on our website.