Service Desk Manager

Schedule: 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 management. Experience running or working in an offshore support function within a large, complex, 24/7 enterprise environment is paramount, as is the ability to drive continuous improvement and enhancing customer experience.

Skills Required:

• 10+ years overall experience working in Complex IT Operations and operational management.
• Demonstrated 5+ years leading an IT service desk team or equivalent role.
• Proven experience in developing, maintaining, and promoting a comprehensive knowledge management system.
• Experience in using ITSM tools like the ServiceNow platform.
• Experience in managing incidents and coordinating with stakeholders for resolution.
• Experience in developing and maintaining Key Performance Indicators (KPIs) and service desk metrics.
• Experience in resource forecasting for projects and maintaining team rostering for 24/7 coverage.
• Experience in transitioning projects into ongoing support.
• Supervising and mentoring a team of service desk officers/analysts.
• Experience in leading team meetings and communicating performance metrics.
• Monitoring customer satisfaction levels and taking action to improve service quality.
• Collaborating with project teams to provide service desk input.
• Experience in managing the production of reports on Service Desk statistics.

Nice to Have:

• ITIL Certified: A professional certification in IT service management.
• Tertiary qualified in IT desirable: A degree or diploma in an Information Technology-related field.

What will you do?

This position reports to the Senior Manager - Technology Team Member Support. The incumbent will ensure all responsibilities are completed successfully and delivered.

• Operational responsibility of the Service desk Function.
• Day-to-day leadership and mentoring of SD Team Leads in Manila.
• Working and liaising with people from a diverse range of multicultural backgrounds, demonstrating high cultural intelligence and sensitivity.

Indirectly, the Service Desk Manager will collaborate with other members of other business units within the group during their day-to-day duties. Comfortable with:

• Building lasting relationships that can be relied on to bolster our ongoing reputation.
• Working closely with management to understand business requirements.

Join the awesome team and enjoy these benefits & perks:

• Office-based Work Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

JOIN CONNECTOS NOWConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Equal Employment StatementEmployment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.