IT Service Desk Operations Lead - Growth & Impact

vCustomer Philippines, Inc.; Quezon City; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Tech Mahindra Philippines is seeking an Associate Operations Manager for IT Service Desk in Eastwood, Quezon City. You’ll oversee deliverables, lead client engagements, and ensure superb customer service while guiding a team to meet shared objectives.

Ideal candidates have 3+ years in IT infrastructure/support, 2+ years in leadership, and ITSM expertise. Onsite role with a focus on process improvements and stakeholder collaboration.

Qualifications

• Bachelor’s Degree in any discipline with at least 3 years in IT Infrastructure Management/Support or Enterprise Service Desk.
• 2+ years of Manager-level team leadership experience is highly preferred; supervisors are encouraged to apply.
• ITIL certification or similar is preferred but not required.
• Strong knowledge of ITSM processes.
• Lean Six Sigma Green Belt training/certification is a significant advantage.
• Proficiency in Excel, quality tools, data analysis, and reporting.
• Excellent stakeholder management and communication skills.
• Willingness to work on a 24/7 shifting schedule, including holidays and weekends.

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

Stakeholder management

Communication skills

Data analysis

Leadership

ITSM knowledge

Education

Bachelor’s degree

Tools

Excel

Quality tools

Reporting tools

Job description

Tech Mahindra Philippines is seeking an Associate Operations Manager for IT Service Desk in Eastwood, Quezon City. You’ll oversee deliverables, lead client engagements, and ensure superb customer service while guiding a team to meet shared objectives.

Ideal candidates have 3+ years in IT infrastructure/support, 2+ years in leadership, and ITSM expertise. Onsite role with a focus on process improvements and stakeholder collaboration.