IT Service Desk Lead: Ops, Coaching & Automation

QI Group; Manila; On-site; PHP 670,000 - 937,000; Full time

Job summary

QI Group is seeking an experienced Assistant Manager, IT Service Desk to oversee day-to-day operations and lead a team of Service Desk Analysts, ensuring timely IT support and high service quality. You will manage ticket management, escalations, SLA/KPI performance, and drive continuous improvement with automation initiatives, while collaborating with other IT teams to resolve complex issues.

Ideal candidates will have strong leadership, communication and stakeholder management skills, and a

Qualifications

• Experience in IT Service Desk or ITSM environments.
• Hands-on incident, service request and escalation management.
• Proven ability to lead and coach a service desk team.
• Strong SLA and KPI management, reporting.
• Familiarity with Site24x7 monitoring.
• Analytical, process improvement and automation interest.
• Strong communication and stakeholder management.
• Customer-focused and able to work in a fast-paced IT support environment.

Responsibilities

• Oversee daily Service Desk operations to ensure efficient and timely IT support.
• Monitor ticket queues, incident handling, service requests and escalations.
• Ensure incidents, requests and resolutions are accurately documented.
• Monitor service performance and ensure adherence to SLAs and KPIs.
• Lead, guide and support Service Desk Analysts; manage schedules and workloads.
• Provide coaching and feedback to strengthen team capability and efficiency.
• Support resolution of complex technical issues and escalations.
• Ensure production issues and user requests are addressed promptly via phone, email and remote troubleshooting.
• Maintain high standards of communication and customer service throughout the process.
• Identify gaps and drive automation initiatives to improve efficiency.
• Promote best practices across incident, problem and change management processes.
• Oversee system monitoring activities using Site24x7 to identify downtime and performance issues.
• Prepare management reports highlighting trends and opportunities for improvement.
• Collaborate with IT teams on escalations and governance requirements.

Skills

IT Service Desk

IT Support

IT Service Management

SLA KPI management

Tools

Site24x7

Job description

QI Group is seeking an experienced Assistant Manager, IT Service Desk to oversee day-to-day operations and lead a team of Service Desk Analysts, ensuring timely IT support and high service quality. You will manage ticket management, escalations, SLA/KPI performance, and drive continuous improvement with automation initiatives, while collaborating with other IT teams to resolve complex issues.

Ideal candidates will have strong leadership, communication and stakeholder management skills, and a