IT Service Desk Manager

Hammerjack Pty Ltd; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an experienced IT Infrastructure Manager to lead a diverse team and oversee service desk operations and IT infrastructure delivery. You will maintain service quality, drive client satisfaction, and align outcomes with business goals.

The role emphasizes stakeholder management, data-driven decision making, and mentoring Team Leads. Candidates should excel in process improvement, reporting, and cross-functional collaboration to deliver reliable IT

Qualifications

• 5+ years of experience in IT Infrastructure Management or Enterprise Service Desk environments.
• 2+ years of manager-level team leadership experience preferred; Supervisors are encouraged to apply.
• Proficiency in Excel, quality tools, data analysis, and reporting.
• Excellent stakeholder management and communication skills.

Responsibilities

• Implement and oversee deliverable quality while managing team relations.
• Lead complex client engagements, designing and implementing business solutions.
• Provide excellent customer service and assess client needs.
• Develop and present proposals for business development.
• Balance stakeholder needs to achieve shared goals.
• Set objectives, delegate to Team Leads, and run regular productivity meetings.
• Analyze performance trends and drive process improvements.
• Collaborate with support groups to identify gaps and implement action plans.
• Perform other tasks as directed by the reporting manager.

Skills

IT Infrastructure Management

Team Leadership

Stakeholder Management

Data Analysis

Tools

Excel

Job description

Responsibilities:

• Implement and oversee the quality of deliverables while managing team relationships to ensure exceptional performance


• Lead and deliver complex client engagements, identifying, designing, and implementing creative business solutions


• Provide excellent customer service and assess client needs


• Participate in the development and presentation of proposals for business development


• Balance stakeholder needs and ensure achievement of shared goals


• Establish operational objectives and work plans, delegate assignments to Team Leads, and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction


• Analyze performance trends, recommend process improvements, and drive resolution


• Collaborate with support groups to identify process gaps and implement action plans


• Perform other tasks assigned by the immediate reporting manager

Qualifications:

• At least 5 years of experience in IT Infrastructure Management/Support or Enterprise Service Desk environments


• 2+ years of Manager-level team leadership experience is highly preferred; experienced Supervisors are also encouraged to apply


• Proficiency in Excel, quality tools, data analysis, and reporting


• Excellent stakeholder management and communication skills