Assistant IT Service Desk Manager - Lead & Improve Ops

QI Group; Metro Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

QI Group is seeking an experienced Assistant Manager, IT Service Desk to oversee day-to-day Service Desk operations and ensure high-quality IT support. You will guide a team of analysts, manage schedules, and drive process improvements while maintaining strong communication with stakeholders.

Responsibilities include incident resolution, escalation management, and collaboration with other IT teams to uphold governance and security standards.

Qualifications

• Strong experience in IT Service Desk, IT Support or IT Service Management environments.
• Hands-on experience managing incidents, service requests and escalations.
• Demonstrated ability to lead, coach or supervise Service Desk/support team members.
• Good understanding of SLA and KPI management, ticket monitoring and operational reporting.
• Exposure to system monitoring tools; Site24x7 experience is a plus.
• Strong analytical and problem-solving skills with a focus on process improvement and automation.
• Strong communication and stakeholder-management skills.
• Customer-focused, organized and able to work in a fast-paced IT support environment.

Responsibilities

• Oversee day-to-day Service Desk operations to ensure efficient and timely IT support.
• Monitor ticket queues, incidents, service requests and escalations.
• Ensure incidents, requests and resolutions are documented accurately.
• Monitor performance against SLAs and KPIs.

Skills

IT Service Desk

Incident Management

Team Leadership

SLA/KPI Management

Site24x7

Automation

Communication

Stakeholder Management

Problem Solving

Tools

Site24x7

Job description

QI Group is seeking an experienced Assistant Manager, IT Service Desk to oversee day-to-day Service Desk operations and ensure high-quality IT support. You will guide a team of analysts, manage schedules, and drive process improvements while maintaining strong communication with stakeholders.

Responsibilities include incident resolution, escalation management, and collaboration with other IT teams to uphold governance and security standards.