Operations Manager (IT Service Desk)

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an experienced IT Infrastructure Manager to oversee delivery quality and client engagements. You will lead teams, shape solutions, assess client needs, and drive service excellence across complex projects.

The role emphasizes stakeholder management, data analysis, and strong communication. A manager-level background is preferred, with focus on productivity and customer satisfaction in a fast-paced environment.

Qualifications

• 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 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

Stakeholder management

Communication skills

Data analysis

Reporting

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