IT Service Desk Operations Manager

2 months ago

Cebu City, Central Visayas, Philippines Eteam Workforce Private Corporation Full time

Job Title: IT Service Desk Coordinator

Contract Duration: 6 months

Schedule: Rotating shift

Work Arrangement: Onsite

Location: Cebu

Salary Offer: Php52,000 basic pay + Php1,500 non-taxable allowance


Responsibilities:


  • Lead a team of 20-30 skilled IT Analysts; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
  • Oversee the day-to-day operation of your assigned team and ensure that department goals, such as service level, quality, and staffing, are met. Adjust schedules as needed to meet Service Level Agreements.
  • Continuously check for accuracy of results.
  • Drive a culture of continuous improvements, new approaches, and personal excellence.
  • Communicate key messages effectively to ensure that direct reports are well-informed about issues that may impact them or their client.
  • Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable.
  • Develop and audit quality assurance strategies to ensure the delivery of world-class service.
  • Interview candidates for new positions.
  • Ensure personnel issues are dealt with in a timely manner, including disciplinary actions.
  • Take escalated issues from customers.
  • Applies understanding and knowledge of information systems products and services to assist users.
  • All other duties as assigned.


Additional Qualifications:


  • 2 – 3 years working experience in a Technical Help Desk Environment in a Supervisor support role to a large customer base.
  • 1 - 2 years' work experience in customer services environment in a Supervisor support role or having equivalent kind of skills experience
  • 1 - 2 years' experience supporting the following hardware and software: PC, Macintosh, iPhone, Printers. MS-Outlook, Windows 7,10 OS, MS-Office 2013 and 2016 (Office 365).
  • Outcome-oriented with a commitment to achieving personal, client, and company goals.
  • Ability to work in a fast-paced environment and maintain focus on key priorities.
  • Strong understanding of the call center environment and the key levers to enhance performance.
  • Must be able to work independently.
  • Must be able to work a flexible schedule to accommodate DR situations during off hours.
  • Strong interpersonal skills.
  • Strong Leadership skills.
  • Disaster Recovery (DR) experience is a plus.
  • Strong customer service skills.
  • Ability to understand and follow oral and written instructions.
  • Strong English (verbal and written) skills.

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