Service Desk Manager

1 day ago

Makati City, National Capital Region, Philippines weSource Management Consultancy Firm Full time ₱1,200,000 - ₱1,800,000 per year


Role: Service Desk Manager

Shift: Shifting - Mon to Fri

Salary - Up to 140K

Location: Makati

  • Reporting to the CTO, this is a hands-on role that requires working with all of the IT teams to assist in the
    implementation, management, and support of our critical business applications and systems.

    Responsibilities include, but are not limited to:
    Manage a team of 10-15 Client Support Technicians across multiple time zones
    Ensure availability and performance of all client applications
    Provide trend analysis to enable informed decisions regarding resource allocation
    Provide an end-to-end service delivery experience that keeps our users informed and satisfied
    Document and establish mature policies and procedures that align with regulatory, governance, and risk management
    Manage troubleshooting and problem-solving front-end employee and client technology issues while coordinating with other IT teams a necessary
    Oversee incident and problem management performance
    Drive desktop user experience innovation
    Develop schedules, shifts, and IT Projects/Initiatives for the team
    Prepares and maintains written documentation, instructions and procedures including on-line internal support materials.
    Access Governance and user onboarding/offboarding automation
    Own the ITSM tool and work closely with the supplier to further developments
    Provide professional mentorship to direct reports to ensure the IT Dept is well represented by the Client Services team
    Operate in a 24x7 production environment; on-call and off-hours support will be required
    Perform other duties as required and assigned

Required Experience:
4+ years previous experience managing a medium size team
6+ years in Information Technology, preferably in Helpdesk or the Service Desk
Outstanding interpersonal and customer service skills
Excellent communication skills, both written and verbal
Strong leadership skills and the ability to take initiative, multi-task, and balance a large workload
Ability to work on process and user centric projects
Ability to establish a strong partnership with each of our clients
ITIL-ITOM/ITSM knowledge and experience
Client based & Shared services application experience is a plus but not required.
Experience Microsoft Active Directory and M365 would be advantageous.
Ability to multi-take and work in a fast-paced, agile, high-pressure environment
Data Analytics experience
Working knowledge of implementing and executing mature incident and problem management
Knowledge of the following preferred, but not required: Jira, Project, Office Suite
Proven track record of trustworthiness and high ethical standards


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