IT/ Service Desk Supervisor

2 weeks ago

Pasig, Philippines Power Mac Center, Inc. Full time

I. SYSTEMS DEVELOPER SUPERVISOR

This position serves as a lead specialist on one or more systems and is responsible for the entire life cycle of an application development from analysis, coding, testing, and documentation.

  • Develop programming code and software modifications using appropriate languages and tools to provide responsive and innovative solutions, and new functionality in enterprise-wide and/or complex specialized systems.

  • Analyze user system and application needs, determine and evaluate potential solutions, develop system specifications and requirements, and design application programs to meet the requirements.

  • Structure, implement, and maintain database systems. Establish policies, standards and procedures to ensure useful and readily accessible data.

Requirements:

  • At least 5 years of solid experience as Application Developer, and experience in handling multiple concurrent projects.

  • Knowledgeable in Php, CSS, C/C++, HTML, Unix Shell, Scripts, frameworks.

  • Proficiency in Microsoft SQL, PostgreSQL, MySQL, SQLite, MariaDB is a plus.

  • Excellent verbal and written communication and interpersonal skills.

  • Excellent attention to details and able to prioritize tasks and meet deadlines.

II. SERVICE DESK SUPERVISOR

The Service Desk Supervisor oversees the daily operations of the Service Desk team to ensure efficient handling of customer inquiries, technical support requests, and after-sales service concerns. This role is responsible for managing service desk staff, monitoring performance, ensuring timely resolution of customer issues, and upholding Power Mac Center’s service standards.

  • Supervise and lead the Service Desk team, ensuring effective distribution and monitoring of workloads.

  • Oversee daily service desk operations, ensuring adherence to service-level agreements (SLAs) and company policies.

  • Handle escalated customer concerns with professionalism and resolve issues promptly.

  • Monitor team performance through KPIs, feedback sessions, and performance evaluations.

  • Provide coaching, mentoring, and training to Service Desk personnel to enhance technical and customer service skills.

  • Collaborate with other departments (Retail, Technical, and Logistics) to ensure seamless customer service and issue resolution.

  • Review, document, and improve service desk processes to increase efficiency and customer satisfaction.

  • Prepare and present regular reports on service desk performance, escalations, and resolutions.

  • Ensure proper documentation of customer interactions, issues, and resolutions in the service management system.

  • Uphold Power Mac Center’s brand of premium customer experience in every interaction.

Requirements:

  • Graduate of Information Technology, Computer Science, Business Administration, or related course.

  • Minimum 3–5 years of experience in a service desk, IT support, or customer service environment, with at least 2 years in a supervisory role.

  • Strong leadership, people management, and conflict resolution skills.

  • Excellent communication and interpersonal skills.

  • Customer-oriented with a high level of professionalism and patience.

  • Proficient in service desk tools, ticketing systems, and MS Office applications.

  • Background in Apple products and services is an advantage.

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