Assistant Manager, IT Service Desk

QI Group; Manila; On-site; PHP 670,000 - 937,000; Full time

Job summary

QI Group is seeking an experienced Assistant Manager, IT Service Desk to oversee day-to-day operations and lead a team of Service Desk Analysts, ensuring timely IT support and high service quality. You will manage ticket management, escalations, SLA/KPI performance, and drive continuous improvement with automation initiatives, while collaborating with other IT teams to resolve complex issues.

Ideal candidates will have strong leadership, communication and stakeholder management skills, and a

Qualifications

• Experience in IT Service Desk or ITSM environments.
• Hands-on incident, service request and escalation management.
• Proven ability to lead and coach a service desk team.
• Strong SLA and KPI management, reporting.
• Familiarity with Site24x7 monitoring.
• Analytical, process improvement and automation interest.
• Strong communication and stakeholder management.
• Customer-focused and able to work in a fast-paced IT support environment.

Responsibilities

• Oversee daily Service Desk operations to ensure efficient and timely IT support.
• Monitor ticket queues, incident handling, service requests and escalations.
• Ensure incidents, requests and resolutions are accurately documented.
• Monitor service performance and ensure adherence to SLAs and KPIs.
• Lead, guide and support Service Desk Analysts; manage schedules and workloads.
• Provide coaching and feedback to strengthen team capability and efficiency.
• Support resolution of complex technical issues and escalations.
• Ensure production issues and user requests are addressed promptly via phone, email and remote troubleshooting.
• Maintain high standards of communication and customer service throughout the process.
• Identify gaps and drive automation initiatives to improve efficiency.
• Promote best practices across incident, problem and change management processes.
• Oversee system monitoring activities using Site24x7 to identify downtime and performance issues.
• Prepare management reports highlighting trends and opportunities for improvement.
• Collaborate with IT teams on escalations and governance requirements.

Skills

IT Service Desk

IT Support

IT Service Management

SLA KPI management

Tools

Site24x7

Job description

We are looking for an experienced Assistant Manager, IT Service Desk to oversee day‑to‑day Service Desk operations and ensure consistent, high‑quality IT support.

In this role, you will lead and guide a team of Service Desk Analysts, oversee ticket management and escalations, monitor service performance against SLAs and KPIs, and drive continuous improvement and automation initiatives. You will also work closely with other IT teams to resolve complex issues and improve overall service quality.

Key Responsibilities

Service Desk Operations

• Oversee daily Service Desk operations to ensure efficient and timely IT support.
• Monitor ticket queues, incident handling, service requests and escalations.
• Ensure incidents, requests and resolutions are accurately documented.
• Monitor service performance and ensure adherence to established SLAs and KPIs.

Team Leadership

• Lead, guide and support Service Desk Analysts in delivering high‑quality technical support.
• Manage team schedules, workload distribution and shift planning to maintain appropriate coverage.
• Provide coaching, training and ongoing feedback to strengthen team capability and efficiency.

Technical Support & Escalation Management

• Support the resolution of complex technical issues and escalations.
• Ensure production issues and user requests are addressed promptly through phone, email and remote troubleshooting.
• Maintain strong standards of communication and customer service throughout the support process.

Continuous Improvement & Automation

• Identify gaps and improvement opportunities within Service Desk processes and workflows.
• Drive automation initiatives that reduce manual effort and improve operational efficiency.
• Promote best practices across incident, problem and change management processes.

Monitoring & Reporting

• Oversee system monitoring activities using tools such as Site24x7 to identify downtime and performance issues.
• Monitor and analyse ticket trends, recurring issues and operational performance.
• Prepare management reports highlighting key trends, challenges, system issues and opportunities for improvement.

Collaboration & Governance

• Work closely with other IT teams on escalations, issue resolution and cross‑functional initiatives.
• Support compliance with IT security and governance requirements.
• Serve as a key liaison between the Service Desk and IT management on operational and improvement initiatives.

Requirements

• 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; experience with Site24x7 would be an advantage.
• Strong analytical and problem‑solving skills with an interest in process improvement and automation.
• Strong communication and stakeholder‑management skills.
• Customer‑focused, organised and comfortable working in a fast‑paced IT support environment.