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 thedelivery of high-quality technical support to our organization and its customers. This role involves overseeingday-to-day operations, optimizing processes, and fostering a customer-centric culture within the service deskteam. The Service Desk Manager will collaborate with cross-functional teams to drive continuous improvementand deliver exceptional service in a 24/7 environment.

ROLE AND RESPONSIBILITIES 

Oversee the day-today operations of the service desk team, ensuring timely and accurate responseto 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 andimprove overall service quality 

Collaborate with other IT teams to resolve complex technical problems and ensure timely incidentresolution 

Lead, mentor, motivate a team of service desk professionals, including hiring, training andperformance 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 deliveredis 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