IT Service Assistant Manager

HRTx Inc.; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

HRTx Inc. in Metro Manila is seeking an IT Service Assistant Manager to oversee day-to-day IT service operations and ensure reliable delivery of IT support to users across the organization.

You will supervise the helpdesk, monitor service levels and incidents, and drive process improvements through ITIL practices while coordinating with infrastructure, cybersecurity, and vendors. Ideal candidates have a Bachelor's degree in IT or related field and 5+ years in IT service management with strong

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• 5+ years of IT service management/support experience.
• Experience supervising IT support teams.
• Knowledge of ITIL practices.
• Strong communication and problem-solving skills.

Responsibilities

• Manage day-to-day IT service operations.
• Supervise helpdesk and technical support activities.
• Monitor service levels, incidents, requests, and escalations.
• Ensure compliance with ITIL-based processes.
• Manage incident, problem, request, and change management activities.
• Monitor service desk KPIs and SLA performance.
• Identify recurring issues and drive service improvements.
• Coordinate with infrastructure, applications, cybersecurity, and vendors.
• Manage user communication during major incidents.
• Develop and maintain IT service procedures and documentation.

Skills

Strong communication

Problem-solving

Education

Bachelor's degree in IT or related field

Job description

IT Service Assistant Manager

Job Summary

Supports the management of IT service operations and ensures efficient delivery of IT support services to users across the organization.

Key Responsibilities

• Manage day-to-day IT service operations.
• Supervise helpdesk and technical support activities.
• Monitor service levels, incidents, requests, and escalations.
• Ensure compliance with ITIL-based processes.
• Manage incident, problem, request, and change management activities.
• Monitor service desk KPIs and SLA performance.
• Identify recurring issues and drive service improvements.
• Coordinate with infrastructure, applications, cybersecurity, and vendors.
• Manage user communication during major incidents.
• Develop and maintain IT service procedures and documentation.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• 5+ years of IT service management/support experience.
• Experience supervising IT support teams.
• Knowledge of ITIL practices.
• Strong communication and problem-solving skills.