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

weSource Management Consultancy Firm; Makati; Hybrid; PHP 400,000 - 600,000; Full time

Job summary

A leading management consultancy firm is seeking a Service Desk Manager for a temporary hybrid role in Makati. This position entails leading a team responsible for managing IT support applications and services within a dynamic environment. The ideal candidate will bring significant experience in IT and team management, ensuring top-notch service delivery and operational efficiency throughout the organization.

Qualifications

• 4+ years of experience managing a medium-sized team.
• 6+ years in Information Technology, preferably in Helpdesk or Service Desk roles.
• ITIL-ITOM/ITSM knowledge and experience are required.

Responsibilities

• Manage a team of 10-15 Client Support Technicians.
• Ensure availability and performance of all client applications.
• Document and establish policies that align with regulatory standards.

Skills

Interpersonal skills

Customer service skills

Leadership skills

Multi-tasking

Data Analytics

Tools

Microsoft Active Directory

M365

Jira

Office Suite

Job description

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

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

About the job

Role: Service Desk Manager

Shift: Shifting - Mon to Fri

Salary: Up to 140K

Location: Makati

• 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 include, but are not limited to:
• 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.
• Prepare and maintain 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 Department 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 of previous experience managing a medium-sized 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 handle a large workload.
• Ability to work on process and user-centric projects.
• Ability to establish a strong partnership with clients.
• ITIL-ITOM/ITSM knowledge and experience.
• Client-based & Shared services application experience is a plus but not required.
• Experience with Microsoft Active Directory and M365 is advantageous.
• Ability to multi-task and work in a fast-paced, agile, high-pressure environment.
• Data Analytics experience.
• 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.