IT Service Desk Manager - Hybrid | SLA & Vendor Lead

Confidential Jobs; Metro Manila; Hybrid; PHP 900,000 - 1,700,000; Full time

Job summary

Confidential Jobs seeks an IT Service Desk Manager (Desktop/Laptop Support) to oversee IT service delivery across the company, including hardware, apps, security, and reporting. The role coordinates vendor activities, ensures SLA compliance, and provides end-user training in a hybrid Ortigas, Pasig setup.

Ideal candidates have 4+ years in IT desktop/laptop support, strong incident/problem management skills, and familiarity with key business apps (POS, ERP, O365, BI). ITIL is a plus.

Qualifications

• Bachelor’s Degree in Information Technology, MIS, Engineering, Computer Science, or related field.
• At least 4 years of experience in IT desktop/laptop support.
• Experienced in incident and problem management, and request fulfillment.
• ITIL Certification is an advantage.
• Willing to work in Ortigas, Pasig (Hybrid Work Setup).

Responsibilities

• Oversees efficient and effective daily operation of IT services.
• Manages IT hardware (desktops and laptops), infrastructure, and security service delivery processes.
• Owns end-to-end operational support including incident management, problem management, and request fulfilment, plus support for key business apps (POS, ERP, O365, BI platforms).
• Serves as escalation point for managed service vendors and drives customer service improvements.
• Ensures proper documentation and execution of plans, procedures, and policies.
• Conducts User Acceptance Testing (UAT) and provides end-user training.
• Establishes and coordinates IT service delivery team and supports vendor evaluation.
• Leads and supervises vendor activities related to service delivery.
• Submits periodic reports on team performance, customer complaints, and feedback.
• Reviews SLAs and vendor KPIs during governance meetings.

Skills

IT desktop support

Incident management

Problem management

Vendor management

Stakeholder communication

Education

Bachelor's degree in IT/CS

ITIL Certification

Job description

Confidential Jobs seeks an IT Service Desk Manager (Desktop/Laptop Support) to oversee IT service delivery across the company, including hardware, apps, security, and reporting. The role coordinates vendor activities, ensures SLA compliance, and provides end-user training in a hybrid Ortigas, Pasig setup.

Ideal candidates have 4+ years in IT desktop/laptop support, strong incident/problem management skills, and familiarity with key business apps (POS, ERP, O365, BI). ITIL is a plus.