IT Service Management Specialist

4 days ago

Quezon City, National Capital Region, Philippines beBeeServiceManagement Full time ₱1,174,000 - ₱1,463,500
Job Title: IT Service Management Specialist

The role of the IT Service Management Specialist involves managing the flow of service tickets and requests within an ITSM platform. This position requires strong organizational skills to ensure that all tickets are categorized, prioritized, and resolved according to agreed Service Level Agreements (SLAs) and ITIL best practices.

This individual acts as the main point of contact for queue-related issues and works closely with the service desk, resolver groups, and business stakeholders to drive service excellence and maintain high customer satisfaction.

Key Responsibilities:
  • Queue & Ticket Management:
    • Monitor, review, and manage all ITSM queues, ensuring tickets are updated, categorized, and resolved on time.
    • Prioritize and escalate tickets to meet SLAs, using sound judgment for urgency and impact.
    • Check for process adherence in ticket handling and identify if tickets need to be moved or escalated.
    • Review ticket data to ensure quality for reporting, root cause analysis, and identifying trends.
    • Identify and recommend process improvements for queue handling and ticket triage.
    • Maintain and update documentation related to ticket triage and queue workflows.
  • Reporting & Analysis:
    • Generate daily, weekly, and monthly reports on queue volumes, SLA performance, backlog, and aging tickets.
    • Provide actionable insights to service desk and resolver groups to help improve performance.
  • Collaboration & Training:
    • Serve as the main contact for queue performance and related issues.
    • Work closely with Service Desk, Incident, Problem, Change, and Knowledge Managers.
    • Collaborate with ITSM Tool Administrators for process improvements and alignment.
    • Provide training and guidance to service desk and resolver teams on queue management best practices.
  • Stakeholder Engagement:
    • Communicate effectively with clients, technical teams, and non-technical stakeholders.
    • Gather and understand requirements from different business units.
    • Report trends and suggest areas for improvement to business stakeholders and end users.
    Requirements:
    • At least 3 years of experience in IT support, service desk, or IT operations (preferably as a queue coordinator, queue manager, or ITSM manager).
    • At least 2 years of experience working with Australian clients (preferred); experience with US or UK clients is also acceptable.
    • Experience managing queues or triage in a high-volume service desk or Managed Service Provider (MSP) environment (e.g., handling 3,000+ tickets/month).
    • Strong understanding of the ITIL framework, especially Incident, Request, Change, and Problem Management.
    • Experience as a Problem Manager or in a similar function within a metrics-driven environment.
    • Significant hands-on experience with ConnectWise or similar ticketing platforms.
    • Strong analytical skills, attention to detail, and ability to work under pressure.
    • Excellent communication and comprehension skills in English, including the ability to read, understand, and respond to emails between technicians and clients.
    Desirable Qualities:
    • ITIL Foundation Certification (v3 or v4) is an advantage.
    Key Competencies:
    • Strong problem-solving and critical thinking skills.
    • Highly organized and detail-oriented; strong focus on process and quality.
    • Effective communicator with both technical and non-technical stakeholders.
    • Able to adapt to changing priorities in a fast-paced environment.
    • Proactive, reliable, and able to work independently as well as part of a team.
    • Customer service mindset and positive attitude.

  • Key Account Sales Specialist

    4 days ago

    Makati City, National Capital Region, Philippines Service IT+ Inc. Full time $104,000 - $130,878 per year

    Join us at Service IT+ as we seek a Key Account Sales Specialist to join our growing teamObjectives:The Key Account Sales Specialist role is responsible for establishing and developing long-term relationships with customers while also servicing existing accounts. The Key Account Sales Specialist responsibilities are as follows:Serve as the main point of...

  • Logistics Specialist

    1 week ago

    Quezon City, National Capital Region, Philippines JobiN Consulting & HR Service Full time

    Role DescriptionThis is a full-time on-site role for a Logistics Specialist located in Obour City. The Logistics Specialist will manage the daily operations within the supply chain, ensuring the timely and accurate delivery of products. Responsibilities include coordinating shipments, managing inventory, and handling export processes. The role also involves...

  • Field Sales Agent

    1 day ago

    Quezon City, National Capital Region, Philippines Primus@ Knowledge Specialist Full time $180,000 per year

    Agency: SpecialistCompany Client: FiberhomeJob Title: Field Sales AgentJob Description: Sells and promotes internet products or services on residential areasSalary: 18k per monthBenefits and Additional Offers: With Life & Accident Insurance, Standard Government Benefits + Incentives + OT PAY + Monthly communication allowance + Free service from Fiberhome...

  • Customer Service Manager

    5 days ago

    Quezon City, National Capital Region, Philippines DISCOVER GROUP OF TRAVEL SERVICE INC. Full time ₱20,000 - ₱40,000 per year

    As a Customer Service Manager for our travel agency, you will lead and oversee the customer service operations to ensure excellent client support across all communication channels. You will be responsible for supervising customer service representatives, ensuring proper handling and timely resolution of client concerns, and maintaining high service...

  • Service Mechanic Manager

    5 days ago

    Quezon City, National Capital Region, Philippines East Caravan Trading and Service Corp. Full time ₱240,000 - ₱360,000 per year

    Key ResponsibilityTeam Leadership & Development - Lead, mentor, and monitor a team of mechanics and support staff. Assign tasks effectively and support professional growth through training and coaching.Operational Management- Coordinate service workflows from intake to completion ensuring service goals and client expectations are met efficiently.Customer...

  • IT Service Desk Specialist

    5 days ago

    Quezon City, National Capital Region, Philippines Stark Asia Solutions Inc. Full time ₱40,000 per year

    IT Service Desk SpecialistLocation: Onsite – Quezon CityAdvance your career in IT support as an IT Service Desk Specialist. In this role, you'll act as the first line of defense for technical issues, assisting global clients with troubleshooting, account management, and system-related concerns. You'll play a key part in ensuring smooth IT service...

  • Service Desk

    5 days ago

    Quezon City, National Capital Region, Philippines Actionlabs IT Services Full time ₱4,800,000 - ₱6,000,000 per year

    Pay: ₱30, ₱50,000.00 per monthJob description:Job descriptionBachelors degree in IT, CS, or any Computer related courses only3 years of experience as Technical / Helpdesk /3 years of experience in CITRIX/ CLOUDExperience in handling Infrastructure (network & servers) and Application (system, application and cloud) issuesFollow ITIL Practices (Incident &...

  • IT Infrastructure Design Expert

    5 days ago

    Makati City, National Capital Region, Philippines CEVA IT SHARED SERVICE Full time $90,000 - $120,000 per year

    YOUR ROLEResponsible for the build and deployment of services within the load balancing and network Infrastructure and associated other technologies within multiple Data Centre locations throughout the world.This global position is a key role within IT and will ensure that the current and future infrastructure is standardised, scalable, reliable and...

  • Healthcare Services Specialist

    2 days ago

    Quezon City, National Capital Region, Philippines beBeeHealthcare Full time ₱25,000 - ₱27,000

    Healthcare Services SpecialistThis role involves managing healthcare-related inquiries, claims, and service requests with accuracy and compassion. Strong communication and interpersonal skills are essential for this position.Resolve patient concerns and escalate complex issues as needed.Ensure compliance with healthcare regulations and confidentiality...

  • Multimedia Marketing Specialist

    5 days ago

    Quezon City, National Capital Region, Philippines EPS Staffing Service Group Inc Full time ₱350,000 - ₱420,000 per year

    Work Setup: Onsite; Office Location: Quezon Avenue, Quezon City. Near Eton CentrisWork Schedule: 6-day workweek. Learning and Development programs are conducted on 2 to 3 Saturdays per month.Summary:Our client, a leading IT Services/IT Consulting providing business solutions is seeking Multimedia Marketing Specialist. In this role, you will be developing and...