IT Service Operations Manager

4 days ago

Taguig, National Capital Region, Philippines beBeeleadership Full time ₱900,000 - ₱1,200,000
Service Desk Manager Job Overview

This role involves overseeing a region of IT Service Desk resources, ensuring the highest standards of service delivery and support. Key responsibilities include managing day-to-day operations, providing leadership to the team, serving as the final technical escalation point, and collaborating with other departments.

About the Role
  • Oversight of training, mentoring, and performance reviews of direct reports.
  • Providing strong leadership, fostering a positive and productive work environment.
  • Serving as the final technical escalation point for all IT issues, offering expert guidance and solutions.
  • Collaborating with other departments to manage client escalations and expectations effectively.
Team Leadership & Development
  • Responsible for the performance of the entire Service Desk Team in a designated region within a follow-the-sun support model.
  • Leading and mentoring a team of Service Desk Supervisors, Analysts, and Senior Analysts, fostering a culture of accountability, collaboration, and continuous improvement.
  • Conducting regular performance evaluations, providing coaching, and identifying training needs to support career growth and service excellence.
  • Managing scheduling and resource allocation to ensure 24/7 coverage and optimal response times.
Service Delivery & Escalation Management
  • Overseeing daily operations of the Service Desk, ensuring timely and effective resolution of incidents and service requests.
  • Facilitating a smooth transition to the next Service Desk Manager for the upcoming shift.
  • Serving as the final escalation point for complex technical issues, particularly those related to remote technical support.
  • Monitoring and reporting on key performance indicators (KPIs) such as SLA adherence, call answer rates, and quality measures.
Process Optimization & Quality Assurance
  • Refining current ITIL-based service management processes to drive efficiency and consistency.
  • Analyzing ticket trends to identify root causes and recommend long-term solutions.
  • Maintaining and enhancing the knowledge base and self-service tools to empower users and reduce ticket volume.
  • Monitoring quality KPIs (e.g., QA scores, First Time Right, CSAT) and leading root cause analysis for underperformance.
Cross-Functional Collaboration
  • Partnering with internal teams (e.g., Shared Services) to ensure seamless service delivery and issue resolution.
  • Acting as the primary customer advocate interfacing with top accounts, ensuring clear and effective communication to address client needs and satisfaction.
  • Serving as the defined escalation point of contact for critical client issues, maintaining strong relationships and proactively managing expectations to resolve concerns efficiently.
Requirements
  • Certifications: Advanced certifications such as ITIL v4 or higher, PMP, CISSP, or equivalent preferred.
  • Bachelor's degree in an IT course or equivalent experience.
  • Proven leadership ability with 5+ years in management role overseeing technical teams, and 3+ years in a supervisory or decision-making capacity in IT service or support environments.
  • Exceptional strategic communication skills, including the ability to articulate complex technical concepts to non-technical stakeholders.
  • Demonstrated experience in developing and implementing service strategies, setting team performance goals, and driving measurable outcomes.

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