IT Service Desk Manager

4 days ago


Manila, National Capital Region, Philippines Tbwa ChiatDay Inc Full time

Pacvue is a leading software suite for eCommerce advertising, sales, and intelligence. We empower teams to win in the future of eCommerce by building first-to-market technology, solving complex problems with our customers, and bringing expertise, collaboration, and innovation to our work every single day.

About the Role

The IT Service Desk Manager will lead our IT Service Desk / Help Desk team, overseeing daily operations, ensuring efficient resolution of IT-related issues, and maintaining a high standard of IT service delivery across all Pacvue brands. This role reports to the Corporate IT Director and plays a key part in developing processes, managing Service Desk related projects, implementing best practices, managing team performance, and supporting an enterprise-wide IT strategy.

Key Responsibilities
  • Lead, mentor, and develop the IT Service Desk team, providing guidance and support to ensure high-quality service.
  • Oversee the Service Desk ticketing systems, ensuring prompt triage and resolution of IT application and hardware issues, ensuring adherence to SLAs and KPIs.
  • Establish and refine IT processes, workflows, and documentation to improve efficiency and effectiveness.
  • Act as the escalation point for complex IT issues and coordinate with higher-tier support teams when necessary.
  • Manage and support enterprise applications across Pacvue brands, including Okta, Slack, M365, Atlassian Suite, GitHub, and others.
  • Partner with the Corporate IT Director to develop and maintain IT policies, procedures, and best practices to support security, compliance, and operational excellence.
  • Monitor team performance, generate reports, and implement improvements based on metrics and feedback.


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