Operations Manager (IT Service Desk)

Hammerjack Pty Ltd; Taguig; On-site; PHP 1,100,000 - 1,500,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking an experienced IT Infrastructure Manager to oversee the delivery quality of services and manage team relationships for exceptional performance.

You will lead complex client engagements, design and implement robust business solutions, and collaborate with stakeholders to balance priorities while driving productivity, knowledge sharing, and customer satisfaction.

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

Data analysis

Stakeholder management

Communication

Tools

Excel

Quality tools

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