Senior Manager, Client Services, Philippines

The Senior Manager, Client Services, Philippines, position is responsible for leading the strategic planning, operation, and continuous improvement of IT service desk functions, with a focus on Citrix systems and client services. This includes analyzing service performance, managing incident trends, and implementing proactive solutions to enhance service quality and prevent future issues.

The role encompasses overseeing the installation, configuration, and maintenance of applications and hardware, managing support teams, and ensuring compliance with global standards and Service Level Agreements (SLAs). Key responsibilities include budget planning, capacity management, staff development, and collaboration with global functional leads to optimize ITSM practices.

Responsibilities:

Strategy, Planning, Acquisition & Deployment

• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Alert management to emerging trends in incidents.
• Co-ordinate support capacity planning and the development of long-term strategic goals for Citrix systems, software, and clients in conjunction with end users and department managers.
• Install and configure Citrix applications.
• Plan and conduct performance appraisals and development plans of client services staff, administer disciplinary action, raises, bonuses, and promotions when necessary.

Operational Management

• Prepare budget proposals and operational expenditure statements
• Collaborate with business partners and global functional leads to identify best practice use of our ITSM platform for internal staff and clients.
• Conduct research on emerging products, services, protocols and standards in support of the service desk development efforts with alignment of the functional leads
• Track and analyze trends in requests and generate statistical reports.
• Ensure appropriate training recommendations are placed to the regional manager for new and existing staff.
• Train, coach and mentor Client Services Administrators and other junior staff.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Manage the processing of incoming calls to the Help Desk via both telephone, e-mail and portal to ensure courteous, timely, and effective resolution of end user issues. Reviewing any feedback on tickets.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Qualifications:

• Experienced IT leader with 3–10 years managing support teams and 5–10 years in client support across remote and on-site environments.
• Brings a strong background in global operations, process documentation, and IT service management.
• Holds a degree in Information Systems, with ITIL certification preferred.
• Highly skilled in customer service, problem-solving, and working under pressure.
• A clear communicator, detail-oriented, and effective in collaborative team settings.
• Working Setup: 4 days office-based at W5th, BGC, with 1 remote day weekly.

We kindly ask that only candidates who are agreeable to this arrangement apply.