Service Desk Manager Position

4 days ago


Taguig, National Capital Region, Philippines Willis Towers Watson Full time
About the Service Desk Manager Role

The Service Desk Manager will play a pivotal role in managing a skilled team responsible for first-line support of all technical products managed by Insurance Technology. This includes setting goals, developing processes, and leading the team to ensure alignment with organizational objectives.

Key Responsibilities
  • Develop and execute the Service Desk strategy aligned with organizational goals, driving continuous improvement initiatives to enhance service delivery.
  • Manage the day-to-day effectiveness of the Service Desk team, ensuring that objectives and targets such as SLA/OLAs are met.
  • Support the Service Desk team with their daily tasks and responsibilities, acting as the primary escalation point for any concerns or issues.
Required Qualifications and Skills
  • Proven experience in managing large technical teams across different geographies.
  • Strong knowledge of cloud technologies and hosting provisions, ideally Microsoft Azure.
  • Ability to identify and drive continuous improvement initiatives within the Service Desk.


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