IT Helpdesk Manager

1 week ago

Manila, National Capital Region, Philippines Private Advertiser Full time

The Helpdesk Manager ensures the adherence of professionalism and expansion of all activities done at the Service/Help desk levels, in addition to development of the Helpdesk Team Leads.

They will ensure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements and ensure that client inquiries are promptly attended to. They are also responsible for maintaining a consistent delivery and/or output of business requirements and Operational, Support, and Management Staff Support.

In addition, the Global Helpdesk Manager will train other team members on how to relate with clients, vendors, and internal staff in the course of the job to ensure that they are treated in a professional and cordial manner.

Lastly, Helpdesk Manager must understand KPI, SLA, and Metrics to provide weekly, monthly, and quarterly updates to the business in relation to branch progress.

Job Responsibilities:
  • Responsible for overseeing Helpdesk Team Leaders and related staff for the purposes of ensuring that helpdesk support and service levels are being met.
  • Assist the operational, support, and management team to ensure all clients receive the standard of service set out in the Company's Mission Statement and Company Policy. Complete all management duties including performance reviews, review and assign work as directed, and conduct training and coaching to team members.
  • Assist the global helpdesk, system admin, and network team members by answering questions and providing support with work as required.
  • Assist with maintaining and inventorying (asset management) of IT Architecture consisting of telecom and IT cabling including deployment, management, and maintenance of endpoints, portable devices, servers, data center, and facility pertaining to IT supported areas.
  • Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded.
  • Responsible for leveraging operational data and metrics to monitor team effectiveness.
  • Manage end-to-end helpdesk processes and maximize the use of our systems and technologies, ensuring effective processes.
  • Maintain business-driven SLAs for Global Helpdesk Functions and IT Ticket assignment, triage, and response.
  • Liaison helpdesk mission-critical discovered issues through system admin and network team, in addition to business for awareness of IT Service impacting issues and trends.
  • Champion company core values and other company programs to engage and motivate our employees.
  • Other duties as assigned.
Education

University Degree or equivalent.

Post-Secondary education in a related IT field and certifications.

Strong technical knowledge of Computer, Network, Security, Hardware, Software, and Virtual Environments. Able to analyze helpdesk processes and procedures and recommend possible improvements.

Able to administer Windows Server and Domain Environment, and understand architecture services and domain security policies.

Able to effectively troubleshoot and resolve issues as reported and/or escalate as required.

Experience

Minimum 5 years experience in an Information Technology role within the Organization.

Previous supervisory experience in managing a team of 7+ members.

Proven experience in IT infrastructure planning and development.

Certificates, Licenses, & Registration:

There are no personal certification, licensing, or registration requirements for this job.

Reports to:

Director, IT

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