IT Desktop Support & Service Delivery Manager (Hybrid)

Confidential Jobs; Metro Manila; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Confidential Jobs in Metro Manila seeks an IT Desktop Support Manager to oversee end-user support and vendor-led IT services across the organization. You will manage critical business application systems, hardware, and security while delivering BAU and ad hoc reports.

You will drive service delivery improvements, coordinate with country IT teams, lead a hybrid team of vendors and internal staff, and ensure SLAs are met with a focus on customer satisfaction and operational efficiency.

Qualifications

• Bachelor’s degree in Information Technology, MIS, Engineering, Computer Science, or related field.
• At least 4 years of experience in IT enterprise support or QSR/Retail IT support.
• ITIL Certification is an advantage.

Responsibilities

• Oversees the efficient and effective daily operation of IT services.
• Manages IT hardware (desktops and laptops), infrastructure, and security service delivery processes.
• Owns end-to-end operational support, including incident management, problem management, and request fulfilment for key business applications (POS, ERP, Office 365, BI platforms).
• Serves as escalation point for managed service vendors and coordinates vendor activities.
• Documents and enforces plans, procedures and policies in delivering services to internal customers.
• Implements practices to improve first-call resolution and customer experience.
• Collaborates with country BT/IT teams to develop standards and procedures.
• Conducts UAT and provides end-user training.

Skills

Vendor management

IT service delivery

Stakeholder communication

People management

Education

Bachelor’s Degree in IT / MIS / Engineering / CS

ITIL Certification

Job description

Confidential Jobs in Metro Manila seeks an IT Desktop Support Manager to oversee end-user support and vendor-led IT services across the organization. You will manage critical business application systems, hardware, and security while delivering BAU and ad hoc reports.

You will drive service delivery improvements, coordinate with country IT teams, lead a hybrid team of vendors and internal staff, and ensure SLAs are met with a focus on customer satisfaction and operational efficiency.