IT Service Desk Manager

6 days ago

Manila, National Capital Region, Philippines Deltek Systems (Philippines), Ltd. Full time

About the Position:

Deltek Systems (Philippines), Ltd. is seeking an IT Service Desk Manager to join our team. In this role, you will oversee the delivery of exceptional technical support to customers, managing and resolving issues, and escalating complex problems to engineering teams.

Your Key Responsibilities:

  • Serve as a leader within our team, overseeing the delivery of technical support to customers.
  • Maintain seamless communication between Customer Care and Engineering teams, ensuring efficient issue resolution.
  • Develop and implement strategies to improve issue resolution times and customer satisfaction.
  • Collaborate with Software Engineers and Quality Engineers to resolve escalated issues and meet customer expectations.
  • Participate in regular meetings with Customer Care, Engineering, and Product Management to ensure alignment and effective issue management.
  • Effectively interact with cross-functional teams and managers in a globally dispersed environment.
  • Provide timely and accurate reports to Customer Care and Engineering Management on the status of cases escalated to Engineering and defects.

Requirements:

  • A bachelor's degree in Computer Science, Information Technology, or a related field is required.
  • You should have prior experience in a corporate Service Desk or technical support role, preferably with a background in Customer Service or IT Service Desk Analysis.
  • Strong leadership and problem-solving skills, combined with excellent written and verbal communication skills, are essential for success in this role.
  • You must be proficient in Microsoft Office software and Microsoft Windows operating systems.
  • A self-starter with the ability to manage multiple priorities in a fast-paced environment is a must.

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