Information Technology Service Desk Manager
4 days ago
```html
About the Company
The Service Desk Manager leads and oversees the operations of the SSI IT Service Desk, with the primary goal of ensuring timely and efficient resolution of user issues and requests.
About the Role
This involves recruiting, training, and mentoring team members to ensure they possess the necessary skills and knowledge to provide high-quality support. The role also involves ensuring adherence to Service Level Agreements (SLAs) and providing excellent customer service.
Responsibilities
- LEADERSHIP & TEAM MANAGEMENT
- The Service Desk Manager leads and oversees the operations of the SSI IT Service Desk, with the primary goal of ensuring timely and efficient resolution of user issues and requests.
- This involves recruiting, training, and mentoring team members to ensure they possess the necessary skills and knowledge to provide high-quality support.
The role also involves ensuring adherence to Service Level Agreements (SLAs) and providing excellent customer service.
MANAGEMENT & IMPROVEMENT
- The Service Desk Manager is responsible for the operational management of the service desk. This includes overseeing incident and request fulfillment processes to ensure they are handled efficiently and within agreed service level agreements (SLAs).
- The Service Desk Manager must continuously monitor and analyze performance metrics, such as resolution times and customer satisfaction scores, to identify trends and areas for improvement.
Strategic improvement is also a critical responsibility. This involves regularly reviewing current processes and tools, identifying inefficiencies, and implementing improvements.
CUSTOMER SERVICE EXCELLENCE
- Ensuring high levels of customer service by setting standards for customer interactions and establishing a customer-centric culture.
- Creates passion to help drive teams to a common vision.
Provides clear and effective communication across different levels of the organization.
RISK MANAGEMENT & COMPLIANCE
- Ensuring compliance with industry standards and managing risks associated with IT support services. This includes implementing policies and procedures to safeguard data privacy and security, managing access controls, and ensuring the service desk operations comply with regulatory requirements.
- Creates tasks and measures ensuring compliance adhering with the company's partner agreements related to data exchanges.
Qualifications
- Completed a Bachelor's Degree education in IT/Computer/Engineering courses; or similar
- More than 5 years of IT experience with 2+ years in IT Helpdesk management, retail or anything similar or related
Required Skills
- Must have a Track record of taking initiative to solve critical functional problems - Assumes ownership within own organization and with supporting groups
- Proven ability to prioritize based upon changing commercial pressures
- Experience in leadership in IT.
- Must have excellent spoken and written English and must be highly communicative especially to remote stakeholders; needs a very strong sense of urgency and follow up
- Persuasive, confident and diplomatic, and a fast learner.
-
Information Technology Sales Manager
2 days ago
Makati City, National Capital Region, Philippines Total Information Management Corp. Full time ₱1,500,000 - ₱4,500,000 per yearRole Summary:A highly driven and experienced Information Technology Sales Manager to lead the IT solutions sales division. This role is responsible for setting and executing strategic sales initiatives, developing high-performing teams, and delivering customized solutions that meet the complex needs of enterprise and government clients. The ideal candidate...
-
Makati City, National Capital Region, Philippines Pro Integrate Full time ₱2,000,000 - ₱2,500,000 per yearService Delivery Manager (Fintech) — Makati | Hybrid | DayshiftCompany:Pro Integrate (for a leading Fintech client)Work Setup:Hybrid (Makati) •Schedule:Dayshift •Start:ASAPWhy this role?Own end-to-endIT service deliveryfor a fast-growing Fintech. You'll lead high-impact teams, sharpen ITSM excellence, and drive measurable improvements inSLAs/OLAs,...
-
Quezon City, National Capital Region, Philippines ActionLabs IT Services Phils. Corp Full time $40,000 - $60,000 per yearJob Title: Service Desk Team LeadWe are seeking aService Desk Team Leadwith strong customer service skills and a solid technical foundation to join our dynamic IT team. The ideal candidate will be responsible for providing first-level support to end-users through various communication channels, including email, phone, chat, and walk-ins.Key...
-
Service Desk Manager
2 weeks ago
Mandaluyong City, National Capital Region, Philippines ConnectOS Full time ₱2,000,000 - ₱2,500,000 per yearSchedule: Monday to Friday (5:00AM - 2:00PM PHT)What are we looking for?The Service Desk Manager will possess a strong background in customer experience, ITIL, and an understanding of service management methodologies. In this crucial role, you will be instrumental in ensuring exceptional customer service, efficient incident resolution, and robust stakeholder...
-
IT Service Desk Agent
4 days ago
Quezon City, National Capital Region, Philippines Probe CX Full time ₱900,000 - ₱1,200,000 per yearJob Overview:The Service Desk Agent serves as the first level of IT support for all Probe users by receiving incidents and service requests through a variety of channels (such as phone, chat, email and ticketing system) and taking the appropriate steps to resolve the users' concerns.Duties and Responsibilities:Receive and respond to Probe users' calls,...
-
Service Desk Analyst
1 week ago
Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time ₱250,000 - ₱500,000 per yearService Desk Analyst - Level 1Managed Service Delivery - Service DeskAward: Professional Employees AwardPosition-2491ConfidentialCopyright 2019 Data#3 Limited. All rights reservedPage 1 of 3Data 3's vision is to harness the power of people and #technology for a better future.These core values define the expected behaviours of ourpeople, which in turn shape...
-
Service Desk Engineer
1 week ago
Makati City, National Capital Region, Philippines J-K Network Manpower Services Full time ₱240,000 - ₱480,000 per yearCOMPANY PROFILE: They are recognized for delivering end-to-end offshore staffing services with a strong focus on people.Position: Service Desk EngineerCompany Industry: IT IndustryWork Location: Makati CityWork Schedule: Shifting scheduleSalary: Php 30,000 aboveWork Set Up: OnsiteJOB REQUIREMENTS:Bachelor's degree in Computer Science, Information Technology,...
-
Service Desk Manager
4 days ago
Makati City, National Capital Region, Philippines Cambridge University Press & Assessment | Manila Full time ₱88,000 - ₱432,000 per yearService Desk ManagerWork setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.Work schedule: Monday to Friday, 3PM to 11PM Manila time, overlaps with UK operating hoursEmployment type: PermanentLocation: Makati City, Metro ManilaPay range: We value transparency and want to...
-
Technical Service Desk
1 week ago
Makati City, National Capital Region, Philippines J-K Network Manpower Services Full time ₱480,000 - ₱600,000 per yearCOMPANY PROFILE: A remote staffing and outsourcing firm based in the Philippines that partners with international companies to build offshore teams by tapping into skilled Filipino professionals.Position: Technical Service Desk EngineerCompany Industry: BPO CompanyWork Location: Makati City (Full Onsite)Work Schedule: Shifting ScheduleSalary: Php 50,000...
-
Manager, Service Desk
1 week ago
Mandaluyong City, National Capital Region, Philippines Unisys Full time ₱900,000 - ₱1,200,000 per yearWhat success looks like in this role:Monitors the ticket queue allocation, execution and resolution status.Identifies recurring trends, difficult-to-resolve problems and potential issues concurrent with new system releases or hardware / software upgrades.Ensures provision of end-to-end support to address identified and potential issues.Leads the service team...