Service Desk Supervisor

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Unisys Full time ₱2,000,000 - ₱2,500,000 per year

About the Role

Supervises and manages the team responsible for advising and assisting users in solving problems related to hardware, software and networks using available technology. Studies and analyzes user needs and Service Desk processes and performance. Implements and enforces policies and processes to ensure maximum uptime of all users to achieve the highest service levels, meeting or exceeding service level agreements.

Key Responsibilities

  • Supervises the efforts of Service Desk teams within an assigned region.
  • Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred to by Service Desk team members, clients or other teams.
  • Mentors and trains Service Desk team members to build new skills.
  • Builds collaboration within the team and with outside support teams.
  • Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis.
  • Ensures team meets or exceeds agreed up SLAs.

Key Qualifications

  • BA/BS degree and minimum 3+ years' relevant experience
  • Excellent verbal and written communication in English and any additional applicable languages
  • ITIL certification required (Intermediate)
  • Retail experience is a plus

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