Information Technology Service Desk Manager

2 weeks ago

Makati, Philippines SSI Group, Inc. Full time

Information Technology Service Desk Manager

Direct message the job poster from SSI Group, Inc.

About the Role

The Service Desk Manager leads and oversees the operations of the SSI IT Service Desk, with the primary goal of ensuring timely and efficient resolution of user issues and requests. This role involves recruiting, training, and mentoring team members to provide high-quality support, ensuring adherence to Service Level Agreements (SLAs), and delivering excellent customer service.

Responsibilities

  • LEADERSHIP & TEAM MANAGEMENT

    The Service Desk Manager leads and oversees the operations of the SSI IT Service Desk, with the primary goal of ensuring timely and efficient resolution of user issues and requests. This includes recruiting, training, and mentoring team members to ensure they possess the necessary skills and knowledge to provide high-quality support. The role also involves ensuring adherence to SLAs and providing excellent customer service.

  • MANAGEMENT & IMPROVEMENT

    Responsible for the operational management of the service desk, including overseeing incident and request fulfillment processes to ensure they are handled efficiently and within agreed SLAs. Continuously monitor and analyze performance metrics (e.g., resolution times, customer satisfaction) to identify trends and areas for improvement. Regularly review current processes and tools, identify inefficiencies, and implement improvements.

  • CUSTOMER SERVICE EXCELLENCE

    Set standards for customer interactions and establish a customer-centric culture. Drive teams toward a common vision and provide clear, effective communication across different levels of the organization.

  • RISK MANAGEMENT & COMPLIANCE

    Ensure compliance with industry standards and manage risks associated with IT support services. Implement policies and procedures to safeguard data privacy and security, manage access controls, and ensure service desk operations comply with regulatory requirements. Create tasks and measures to ensure compliance with partner data exchange agreements.

Qualifications

  • Completed a Bachelor’s Degree in IT/Computer/Engineering or related field (or equivalent)
  • More than 5 years of IT experience with 2+ years in IT Helpdesk management, retail, or related field

Required Skills

  • Proven initiative to solve critical functional problems and assume ownership within your organization and supporting groups
  • Ability to prioritize based on changing commercial pressures
  • Experience in IT leadership
  • Excellent spoken and written English; strong communication with remote stakeholders; strong sense of urgency and follow-up
  • Persuasive, confident, diplomatic, and a fast learner
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Retail
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