Service Desk Manager - Temp Hybrid - Makati - uup to 140K

weSource Management Consultancy Firm; Makati; Hybrid; PHP 1,421,784 - 1,703,016; Full time

Job summary

A management consultancy firm is seeking a Service Desk Manager in Makati. This hands-on role requires managing a diverse team and ensuring the performance of client applications. The ideal candidate has over 6 years in IT, preferably in Helpdesk, along with leadership and analytical skills. Responsibilities include team management, incident oversight, and developing user experience solutions. Candidates with ITIL knowledge and proficiency in tools like Microsoft Active Directory and M365 are encouraged to apply.

Qualifications

• 4+ years previous experience managing a medium size team.
• 6+ years in Information Technology, preferably in Helpdesk or the Service Desk.
• Proven track record of trustworthiness and high ethical standards.

Responsibilities

• Manage a team of 10-15 Client Support Technicians across multiple time zones.
• Ensure availability and performance of all client applications.
• Provide trend analysis for resource allocation.

Skills

Outstanding interpersonal and customer service skills

Excellent communication skills

Strong leadership skills

Ability to multi-task

ITIL-ITOM/ITSM knowledge

Data analytics experience

Tools

Microsoft Active Directory

M365

Jira

Project

Office Suite

Job description

Service Desk Manager - Temp Hybrid - Makati - up to 140K

Job openings: Service Desk Manager - Temp Hybrid - Makati - up to 140K

Overview

Reporting to the CTO, this is a hands-on role that requires working with all of the IT teams to assist in the implementation, management, and support of our critical business applications and systems.

Responsibilities

• Manage a team of 10-15 Client Support Technicians across multiple time zones
• Ensure availability and performance of all client applications
• Provide trend analysis to enable informed decisions regarding resource allocation
• Provide an end-to-end service delivery experience that keeps our users informed and satisfied
• Document and establish mature policies and procedures that align with regulatory, governance, and risk management
• Manage troubleshooting and problem-solving front-end employee and client technology issues while coordinating with other IT teams as necessary
• Oversee incident and problem management performance
• Drive desktop user experience innovation
• Develop schedules, shifts, and IT projects/initiatives for the team
• Prepares and maintains written documentation, instructions and procedures including online internal support materials
• Access governance and user onboarding/offboarding automation
• Own the ITSM tool and work closely with the supplier to further developments
• Provide professional mentorship to direct reports to ensure the IT Dept is well represented by the Client Services team
• Operate in a 24x7 production environment; on-call and off-hours support will be required
• Perform other duties as required and assigned

Required Experience

• 4+ years previous experience managing a medium size team
• 6+ years in Information Technology, preferably in Helpdesk or the Service Desk
• Outstanding interpersonal and customer service skills
• Excellent communication skills, both written and verbal
• Strong leadership skills and the ability to take initiative, multi-task, and balance a large workload
• Ability to work on process and user centric projects
• Ability to establish a strong partnership with each of our clients
• ITIL-ITOM/ITSM knowledge and experience
• Client based & Shared services application experience is a plus but not required
• Experience Microsoft Active Directory and M365 would be advantageous
• Ability to multi-task and work in a fast-paced, agile, high-pressure environment
• Data analytics experience
• Working knowledge of implementing and executing mature incident and problem management
• Knowledge of Jira, Project, Office Suite is preferred but not required
• Proven track record of trustworthiness and high ethical standards