Assistant Manager, IT Service Desk

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

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.

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.