IT Operations Manager

2GO Group Inc.; Pasay; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

2GO Group Inc. in Pasay is seeking an experienced IT Service Desk Leader to oversee daily operations, end-user support, and vendor management.

You will drive SLA adherence, ITIL-based processes, and continuous service improvements across on-site and outsourced deskside teams. The role requires 10+ years in IT service desk / end-user support, plus 5+ years in a supervisory position; a Bachelor’s degree in IT or CS is essential, with strong leadership and communication skills to elevate customer

Qualifications

• 10+ years in IT service desk / end-user support and related areas.
• 5+ years in a supervisory role.
• Bachelor's Degree in Information Technology, Computer Science, or related field.
• Strong analytical mindset with data-driven decision making.
• Excellent leadership and communication skills.

Responsibilities

• Lead, mentor, and develop a team of service desk analysts.
• Manage outsourced IT support vendors and monitor performance against SLAs.
• Oversee day-to-day service desk and deskside operations to meet SLA goals.
• Coordinate onboarding, hardware, and asset management with vendors.
• Drive continuous improvement via ITIL-based processes and automation.
• Act as level 3 escalation and analyze root causes.
• Track KPI and report on service desk and vendor performance.
• Stay updated with IT trends and evaluate new tools.
• Handle after-hours support for critical incidents.

Skills

Leadership

Vendor management

ITIL

Customer service

Communication

Education

Bachelor's Degree

Tools

ITSM Tools

UEM Desktop Central

Patch Management

Job description

JOB PURPOSE

Responsible for overseeing the daily operations of the IT service desk and end-user support functions, including in-house service desk analysts and outsourced deskside, network connectivity, and application support teams.

Ensures end users receive fast, effective resolutions for hardware, software, network, and access-related issues while maintaining SLA/OLA compliance, ITIL-based best practices, security and data privacy policies, and high levels of customer satisfaction. Manages internal team performance and outsourced vendor performance, monitors service levels and KPIs, and drives continuous improvement across all IT support services.

Here’s the difference you’ll make..

Your mission..

a. Team & Vendor Leadership

• Lead, mentor, and develop a team of service desk analysts.
• Serve as the primary point of contact for outsourced IT support vendors.
• Schedule and assign tasks to ensure adequate coverage and timely resolution of incidents.
• Conduct performance reviews, training, and coaching to enhance team and vendor performance.

b. Service Desk & Deskside Operations

• Oversee day-to-day operations of the IT service desk, deskside support, and remote assistance, ensuring adherence to SLAs.
• Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests; monitor ticket queues and elevate critical issues as needed.
• Manage outsourced deskside teams responsible for on-site troubleshooting, hardware repairs, and software installations; ensure timely dispatch for high-priority incidents (e.g., executive support, critical workstation failures).
• Oversee new hire onboarding setups (workstation imaging, peripheral configuration, access provisioning) and coordinate office moves, hardware refresh, and equipment deployments with vendors.
• Ensure internal and outsourced teams follow access control policies and other relevant information security and data privacy policies.

c. Customer Service & Satisfaction

• Maintain high levels of end-user satisfaction through effective communication and problem resolution.
• Gather and analyze customer/end-user feedback to improve service quality.
• Act as an escalation point for complex or high-priority issues.

d. Process Improvement & Best Practices

• Develop and implement ITIL-based service desk and deskside processes and procedures; ensure outsourced teams follow ITIL best practices for incident, request, and problem management.
• Identify trends and recurring issues to implement proactive solutions (e.g., driver updates, BIOS patches) to reduce tickets.
• Continuously improve service efficiency through automation, knowledge management, and self-service tools; recommend automation or self-service solutions (e.g., remote diagnostics) to reduce dependency on deskside support.

e. Escalation & Problem Management

• Act as the level 3 (L3) escalation point for unresolved service desk and deskside issues.
• Work with internal IT teams and vendors to document root causes for recurring hardware/software failures.
• Validate deskside technicians' expertise in diagnosing and resolving issues with Windows/macOS devices, peripherals (printers, scanners, docking stations, VoIP phones), and network connectivity.

f. Vendor, SLA & Asset Management

• Manage relationships with third‑party vendors and outsourced support providers; monitor and evaluate vendor performance against contractual SLAs and KPIs.
• Define SLAs and other performance metrics for all support tiers (e.g., Mean Time to Repair, ticket backlog, end‑user satisfaction, response and resolution time).
• Conduct regular business reviews with vendors to address performance gaps and improvement opportunities; validate warranty and break‑fix processes with vendors.
• Oversee IT asset management for deskside‑supported devices (laptops, desktops, monitors) and ensure teams log and maintain all hardware changes and configurations.

g. Reporting & Performance Metrics

• Track and report on key performance indicators (KPI) (e.g., first‑call resolution, average resolution time, MTTR, ticket backlog, and customer satisfaction scores).
• Provide regular reports on service desk, deskside, and vendor performance and productivity.

h. Continuous Learning & Technical Proficiency

• Stay updated with the latest IT trends, technologies, and best practices to ensure support operations run efficiently and effectively.
• Evaluate and recommend new tools, processes, and automation opportunities to improve service delivery.
• Maintain familiarity with IT infrastructure, application systems, and information security.

i. Endpoint Management & Deployment

• Deploy software packages and configurations via UEM Desktop Central.
• Monitor device health and inventory accuracy.
• Monitor computer inventory.

j. Patch Compliance & Security

• Automate operating system and third‑party patch deployment via UEM Patch Management.
• Audit vulnerability reports and resolve compliance gaps.

k. Work Schedule

May require occasional after‑hours support for critical incidents.

You’ll thrive in this role if you..

Educational Background

• Bachelor's Degree
• Course / Program: Information Technology, Computer Science, or related field

Professional Experience

• 10+ years in IT service desk / end-user support / network and system administratio, including 5+ years in a supervisory role.

Competencies, Skills, Knowledge and Abilities

a. Leadership Competencies

• Analytical mindset with a focus on data-driven decision‑making
• Leadership and team management abilities
• Outstanding communication and customer service skills

b. Technical Competencies

• Strong vendor management skills
• Strong knowledge of ITIL. Experience with ITSM Tools.
• Good understanding of SLA, OLA, & KPI

Others

• Problem‑solving and conflict‑resolution abilities
• May require occasional after‑hours support for critical incidents.
• Advanced technical skills to perform troubleshooting & resolution of desk side/end‑user issues