IT Support Operations Manager

3 days ago

Makati City, National Capital Region, Philippines beBeeCareer Full time

As a key member of our IT support team, you will oversee the daily operations to ensure efficient handling of requests and incident resolution.

The position is responsible for driving service desk operations, overseeing transaction concerns, monitoring service level agreements, and maintaining quality standards in client service. You will also facilitate the investigation of complex issues and contribute to the enhancement of processes and procedures.

Responsibilities include:

  • Driving service desk operations to ensure timely and effective resolution to IT incidents and requests
  • Overseeing the processing of service transaction concerns and monitoring service level agreements to maintain quality standards in client service
  • Complying with proper escalation procedure in endorsing critical concerns to the appropriate unit with the initial action taken
  • Facilitating the investigation of complex issues and reviewing proposed resolutions to ensure that all aspects are taken into consideration
  • Leading and mentoring the team to develop their knowledge and skills
  • Contributing to the enhancement of processes and procedures

Job requirements:

  • Graduate of any IT-related course or equivalent experience
  • At least three years of work-related experience in computer troubleshooting and IT service support management
  • Knowledge of ServiceDesk management, IT support, and troubleshooting
  • Amenable to working in a dynamic environment
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology
  • IndustryFinancial Services and Technology, Information and Media

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