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Service Desk Operations Manager

2 weeks ago

Manila, National Capital Region, Philippines Microbase Inc Full time

Job Description

The Service Desk Team Lead will be responsible for overseeing the daily operations of the service desk team at Microbase Inc. This includes managing service desk requests, coordinating engineer schedules, and maintaining accurate records.

Main Responsibilities

  1. Receive and process service desk requests via email and phone, ensuring timely updates to the schedule board.
  2. Coordinate engineering schedules with clients and partners, guaranteeing proper documentation and adherence to service level agreements.
  3. Manage petty cash reimbursements and maintain detailed records.
  4. Provide backup support for absent Service Desk Specialists, handling services mailbox and transferring emails to designated folders as required.
  5. Address customer inquiries and issues, serving as the primary point of contact and resolving problems efficiently.
  6. Evaluate the performance of team members, offering constructive feedback and recognizing outstanding contributions.
  7. Enforce company policies, taking disciplinary action when necessary to maintain a productive work environment.
  8. Complete additional tasks assigned by management as needed.

Essential Qualifications

  • Degree in any field.
  • Proven experience in team management.
  • Strong communication and interpersonal skills.
  • Organizational abilities and technical proficiency in MS Office.