Service Desk Manager - Up to 120K - Makati Hybrid

weSource Management Consultancy Firm; Makati; On-site; PHP 1,218,672 - 1,459,728; Full time

Job summary

A leading consulting firm based in Makati is seeking a Service Desk Manager to lead their 24/7 service desk team. The role involves ensuring high-quality technical support, managing resources effectively, and collaborating with cross-functional teams to drive continuous improvement. Ideal candidates will have around 5 years of management experience in a tech environment, strong IT knowledge, and excellent communication skills. This role offers a competitive salary in a hybrid working setting.

Qualifications

• 5 years of experience managing a 24/7 service desk or technical support team in a tech environment.
• Solid IT knowledge with a hands-on attitude.
• Good understanding of Service Management principles such as ITIL.

Responsibilities

• Oversee operations of the service desk team, ensuring timely responses.
• Manage incident and service request tickets, ensuring resolutions are within SLAs.
• Create, review, and improve service desk processes to enhance efficiency.

Skills

IT Service Management

Budget Management

Stakeholder Management

Communication Skills

Problem-Solving

Education

Bachelor's degree

Job description

Overview

Job Openings Service Desk Manager - Up to 120K - Makati Hybrid

The Service Desk Manager is responsible for leading and managing a 24*7 service desk team to ensure the delivery of high-quality technical support to our organization and its customers. This role involves overseeing day-to-day operations, optimizing processes, and fostering a customer-centric culture within the service desk team. The Service Desk Manager will collaborate with cross-functional teams to drive continuous improvement and deliver exceptional service in a 24/7 environment.

Responsibilities

• Oversee the day-to-day operations of the service desk team, ensuring timely and accurate response to in scope services and support.
• Ensure round-the-clock availability of the service desk team, including managing shift schedules, and staffing levels to maintain 24*7 coverage while meeting service level agreements (SLAs).
• Manage and prioritize incident and service request tickets, ensuring proper categorization, escalation, and resolution within defined service level agreements
• Analyze incident trends and proactively implement measures to minimize recurring issues and improve overall service quality
• Collaborate with other IT teams to resolve complex technical problems and ensure timely incident resolution
• Lead, mentor, motivate a team of service desk professionals, including hiring, training and performance management.
• Create, review and improve service desk processes and procedures to enhance efficiency, productivity, and customer satisfaction.
• Being in charge of overseeing incidents and requests by making sure the quality of service delivered is as high as possible with high performance and accurate reporting.
• Manage resources effectively, including budgeting, resource allocation to ensure cost-effective service delivery.
• Complete monthly, quarterly and annual service review. Generate and analyze service desk performance reports and metrics to identify trends, areas for improvement, opportunities for enhancing service quality, presenting the findings to senior management.
• Drive a culture of continuous improvement within the service desk team, prompting best practices and implementing innovative solutions to enhance service delivery.
• Coordinate and lead the service desk team during emergency situations and major incidents, ensuring a swift and effective response.
• Lead, mentor, motivate a team of five service desk specialists, including hiring, training and performance management
• Being responsible for the people management of two DevOps Engineers

Qualifications and Requirements

• You have around 5 years of experience as an IT Service Desk Manager role, managing a 24*7 service desk or technical support team, ideally in an international Tech environment with hybrid/ remote working culture
• Bachelor degree is an advantage
• You bring solid IT knowledge with hands-on attitude
• Good understanding of Service Management principals ITIL etc.
• You can work under pressure and can handle high-stress situations effectively
• You know how to manage a budget and you have a great ability to prioritize
• You are a good communicator with good relationship skills, ability to drive change, stakeholder management
• Interested in blockchain technology