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Technical Support Lead

1 week ago

Manila, National Capital Region, Philippines ACEN Shared Services, Inc. Full time

Job Overview:

We are looking for a highly experienced IT Operations Manager to join our team at ACEN Shared Services, Inc. The successful candidate will be responsible for leading the Service Desk team and ensuring that all customer issues are resolved in a timely and professional manner.

About ACEN Shared Services, Inc. (ACES):

ACEN Shared Services or ACES is the business arm that provides a full range of business process outsourcing services to ACEN, including Finance, General Accounting, Information Technology, Sales Administration, Human Resource Management, Procurement, and other manpower-related services.

Key Responsibilities:

  • Lead the Service Desk team and ensure that all customer issues are resolved in a timely and professional manner.
  • Manage customer relations and ensure that all issues are escalated to the appropriate personnel.
  • Analyze technical support activities and make recommendations for more efficient and effective operation procedures.
  • Develop and enforce IT service standards and procedures.
  • Perform quality checks on updates to hardware and software inventory and asset tracking system.
  • Involved in staff management, motivation, and development to improve performance, reduce attrition, and support career advancement.
  • Monitor employee productivity and provide constructive feedback and coaching.
  • Facilitate control.
  • Effectively lead physical and virtual teams.
  • Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
  • Assess customer feedback and use expertise to establish, improve, and refine services.
  • Monitor IT finances and budgets.

Requirements:

  • Graduate of BS Computer Science/Information Technology, Engineering (Computer/Telecommunication), or its equivalent
  • ITIL V4 Foundation Certified
  • At least 5 years of relevant experience
  • Proficient in IT Ticketing System and Office 365 Productivity Suite
  • Excellent customer service and organizational skills
  • Amenable to travel to plant locations