IT Service Desk Manager

Hammerjack Pty Ltd; Taguig; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an experienced IT Infrastructure Manager to oversee service delivery, lead a cross-functional team, and drive complex client engagements in a dynamic environment.

You will ensure high-quality deliverables, manage stakeholder expectations, and contribute to service improvements while coordinating with support groups and business development activities.

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.

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.

Skills

Excel

Quality tools

Data analysis

Reporting

Stakeholder management

Communication skills

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