Hybrid Service Desk Manager - Lead ITSM & 24x7 Support

weSource Management Consultancy Firm; Makati; Hybrid; PHP 1,421,784 - 1,703,016; Full time

Job summary

A management consultancy firm is seeking a Service Desk Manager in Makati. This hands-on role requires managing a diverse team and ensuring the performance of client applications. The ideal candidate has over 6 years in IT, preferably in Helpdesk, along with leadership and analytical skills. Responsibilities include team management, incident oversight, and developing user experience solutions. Candidates with ITIL knowledge and proficiency in tools like Microsoft Active Directory and M365 are encouraged to apply.

Qualifications

• 4+ years previous experience managing a medium size team.
• 6+ years in Information Technology, preferably in Helpdesk or the Service Desk.
• Proven track record of trustworthiness and high ethical standards.

Responsibilities

• Manage a team of 10-15 Client Support Technicians across multiple time zones.
• Ensure availability and performance of all client applications.
• Provide trend analysis for resource allocation.

Skills

Outstanding interpersonal and customer service skills

Excellent communication skills

Strong leadership skills

Ability to multi-task

ITIL-ITOM/ITSM knowledge

Data analytics experience

Tools

Microsoft Active Directory

M365

Jira

Project

Office Suite

Job description

A management consultancy firm is seeking a Service Desk Manager in Makati. This hands-on role requires managing a diverse team and ensuring the performance of client applications. The ideal candidate has over 6 years in IT, preferably in Helpdesk, along with leadership and analytical skills. Responsibilities include team management, incident oversight, and developing user experience solutions. Candidates with ITIL knowledge and proficiency in tools like Microsoft Active Directory and M365 are encouraged to apply.