24/7 Service Desk Manager: ITIL & Continuous Improvement

weSource Management Consultancy Firm; Makati; Hybrid; PHP 1,218,672 - 1,459,728; Full time

Job summary

A leading consulting firm based in Makati is seeking a Service Desk Manager to lead their 24/7 service desk team. The role involves ensuring high-quality technical support, managing resources effectively, and collaborating with cross-functional teams to drive continuous improvement. Ideal candidates will have around 5 years of management experience in a tech environment, strong IT knowledge, and excellent communication skills. This role offers a competitive salary in a hybrid working setting.

Qualifications

• 5 years of experience managing a 24/7 service desk or technical support team in a tech environment.
• Solid IT knowledge with a hands-on attitude.
• Good understanding of Service Management principles such as ITIL.

Responsibilities

• Oversee operations of the service desk team, ensuring timely responses.
• Manage incident and service request tickets, ensuring resolutions are within SLAs.
• Create, review, and improve service desk processes to enhance efficiency.

Skills

IT Service Management

Budget Management

Stakeholder Management

Communication Skills

Problem-Solving

Education

Bachelor's degree

Job description

A leading consulting firm based in Makati is seeking a Service Desk Manager to lead their 24/7 service desk team. The role involves ensuring high-quality technical support, managing resources effectively, and collaborating with cross-functional teams to drive continuous improvement. Ideal candidates will have around 5 years of management experience in a tech environment, strong IT knowledge, and excellent communication skills. This role offers a competitive salary in a hybrid working setting.