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Technical Service Desk Manager

3 weeks ago

Taguig, National Capital Region, Philippines Emapta Global Full time

About the Role:

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The Technical Service Desk Manager will lead a team of IT professionals, ensuring customer-focused service delivery and operational efficiency.

As a key member of our IT team, you will be responsible for resolving technical issues, maintaining SLAs, and driving process improvements.

We are looking for a skilled and experienced individual to join our team as a Technical Service Desk Manager.

  • This role demands strong problem-solving skills, excellent customer-facing skills, and resilience under pressure.
  • You will lead a team of 1st and 2nd line technicians, ensuring skill development, effective ticket resolution, and adherence to SLAs.
  • Collaborate with various IT and business teams to resolve technical issues, maintain SLAs, and drive process improvements.

Responsibilities:

  • Supervise a team of 1st and 2nd line support professionals, ensuring skill development, effective ticket resolution, and adherence to SLAs.
  • Coordinate and monitor the resolution of service issues by liaising with customers, scheduling technical specialists and third parties, and providing clear progress updates.
  • Collaborate with the ICT Service Desk Manager to analyze issue patterns, implement strategic changes, and recommend process improvements to reduce future incidents.