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Technical Service Desk Operations Manager

2 weeks ago

Angeles City, Central Luzon, Philippines Brain Bubble LLC Full time

At Brain Bubble LLC, we're looking for a dedicated Technical Service Desk Operations Manager to oversee our service desk operations and ensure the delivery of exceptional technical support services to our clients.

Key Responsibilities:

  • Lead and manage a team of support professionals to provide effective resolution of technical issues
  • Develop and implement comprehensive training programs to cultivate team skills and enhance service delivery
  • Foster and manage client relationships through clear communication, effective negotiation, and adherence to service-level agreements
  • Track performance metrics and develop reporting systems to present team achievements and areas for improvement to stakeholders
  • Motivate and inspire the service desk team to promote a positive work environment that encourages professional growth and high performance

Requirements:

  • Proven experience leading and overseeing a dedicated service desk or support team
  • Practical experience in developing training programs for team development and performance improvement
  • Solid experience in managing client relationships with strong communication, negotiation, multitasking, and prioritization skills
  • Proficiency in tracking statistics, developing reports, and presenting findings to stakeholders

Soft Skills:

  • Strong sociability skills to build relationships with team members and clients alike
  • Exemplary leadership qualities with a focus on motivating teams and driving results
  • A dependable individual who takes ownership of their responsibilities and strives for excellence
  • A results-oriented mindset, with the ability to analyze metrics and guide the team towards achieving performance goals

Certifications:

  • Bachelor's degree or Associates degree in Information Technology, Computer Science, Network Administration, or related business field
  • Certifications such as ITIL, CompTIA Network+, or Security+ are highly valued

We offer a competitive salary (USD based) and a range of benefits, including a 13th month pay, permanent work-from-home arrangement, professional growth and training opportunities, and a supportive work environment.