About the job Service Desk Manager - Temp Hybrid - Makati - uup to 140K
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 a 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 on-line 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-take 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 the following preferred, but not required: Jira, Project, Office Suite
Proven track record of trustworthiness and high ethical standards