Hybrid IT Service Desk Manager – Desktop/Laptop Support

Jollibee Group; Pasig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Jollibee Foods Corporation is seeking an IT Service Desk Manager (Desktop/Laptop Support) to oversee IT support across the business, including hardware, software, and key business applications such as POS and ERP. The role coordinates vendor activities, ensures SLA compliance, and provides end-user training and BAU/ad hoc reporting.

The position requires a Bachelor's degree in IT/CS, 4+ years in IT desktop/laptop support, incident/problem management, and a willingness to work a hybrid schedule

Qualifications

• Bachelor’s degree in IT/CS/Engineering or related field.
• At least 4 years of experience in IT desktop/laptop support.
• Experience in incident and problem management, and request fulfilment.
• ITIL certification is an advantage.

Responsibilities

• Oversee daily IT service desk operations across hardware, software, and business applications (POS, ERP, O365, BI).
• Own end-to-end incident, problem management, and request fulfilment processes.
• Coordinate vendor activities and monitor SLAs to ensure service quality.
• Provide end-user training and BAU/ad hoc reporting for stakeholders.
• Collaborate with country IT teams to define and enforce standards.

Education

Bachelor’s Degree in Information Technology, MIS, Engineering, Computer Science, or related field

Tools

ITIL

Job description

Jollibee Foods Corporation is seeking an IT Service Desk Manager (Desktop/Laptop Support) to oversee IT support across the business, including hardware, software, and key business applications such as POS and ERP. The role coordinates vendor activities, ensures SLA compliance, and provides end-user training and BAU/ad hoc reporting.

The position requires a Bachelor's degree in IT/CS, 4+ years in IT desktop/laptop support, incident/problem management, and a willingness to work a hybrid schedule