IT Desktop Support Manager

4 weeks ago

Angeles City, Central Luzon, Philippines TOA Global Full time

TOA Global Clark Freeport and Special Economic Zone, Central Luzon, Philippines

17 hours ago Be among the first 25 applicants

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CX IT Manager

Work Arrangement: Full time, onsite

Unlock your potential

The primary objective of the CX IT Manager role is to provide leadership to the IT team in delivering a world-class experience to TOA Global's team members and clients. This involves equipping the team with the necessary skills and knowledge to provide the best customer experience, planning the capacity of the team to ensure sufficient IT coverage, case management and escalation support. The success of the role will be measured by customer insights via different channels, team attrition, net easy, time to resolve, and resolution rate.

Responsibilities

  • Oversee case and chat management
  • Lead team development and upskilling
  • Monitor and optimize performance
  • Enhance service quality and efficiency
  • Execute and manage projects, as required

Key Qualifications/Experience

4-6 years' experience in the following areas:

  • IT Operations management
  • Case & Chat Management
  • Technical expertise in Hardware, Application and Network Support
  • Performance Management
  • Team leadership
  • Stakeholder Management & Collaboration

What's in it for you?

  • A competitive salary
  • Health Insurance, and Life Insurance coverage
  • 21 annual paid leaves
  • Annual increase (Annual Performance Review)
  • Tenure Recognition Program
  • Access to certifications and courses from Ab2 Institute of Accounting
  • 20+ options of free coffee and chocolate drinks
  • Billiards, table tennis, or foosball in our breakout room
  • Work-life balance and logging off on time for you to enjoy more personal time.
  • A genuinely diverse, caring, supportive and high achieving team environment.
  • Ongoing training, development and career progression opportunities

We live by our VALUES to cultivate and foster growth and innovation.

  • BE AWESOME: Exceptional individuals create collective genius. We celebrate success, reward outstanding performance, and make work fun by fostering a supportive and inspiring environment.
  • KEEP IT REAL: We value honesty, accountability, and open communication. We own our actions, prioritize compassion, empathy, and understanding, and foster meaningful conversations.
  • BRING THE WOW: We strive for excellence in everything we do. Going the extra mile is our standard, as we are committed to delivering outstanding results.
  • DREAM BIG: We embrace a culture of continuous learning, exploration, and improvement. With ambitious goals, we constantly seek knowledge and self-improvement.

Join TOA Global and experience the difference

We passionately embrace diversity and inclusion in all aspects of our organization. We believe by fostering an environment that values and celebrates individuals from diverse backgrounds, we unlock innovation, drive creativity, and amplify our ability to serve our customers and communities with excellence.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Outsourcing and Offshoring Consulting

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