[ref. v996100] Operations manager

Job Description

Posted on 21 May 2025

The Operations Manager – IT Helpdesk is responsible for overseeing the day-to-day operations of the IT helpdesk function, ensuring seamless IT support services, optimizing processes, and driving service excellence. This role requires strong leadership, operational expertise, and a customer-centric approach to ensure high levels of user satisfaction and compliance with SLAs.

Helpdesk Operations & Service Delivery

Key Responsibilities:

• Manage and oversee the IT helpdesk team to ensure timely resolution of technical issues.
• Ensure adherence to SLAs, KPIs, and ITIL best practices for incident, request, problem, and change management.
• Monitor and analyze helpdesk performance metrics, driving continuous improvement.
• Implement automation and AI-based solutions to enhance service efficiency.

Leadership & People Management:

• Lead, mentor, and develop the helpdesk team, ensuring high engagement and performance.
• Conduct regular training and upskilling programs for the team.
• Manage team schedules, workload distribution, and escalations.

Stakeholder & Customer Management:

• Act as a primary point of contact for IT service escalations and major incidents.
• Work closely with business units, vendors, and IT leadership to align helpdesk operations with business needs.
• Conduct regular service review meetings and implement feedback-based improvements.

Process Improvement & Compliance:

• Ensure compliance with IT security policies, ISO 27001, and ITIL framework.
• Identify gaps in processes and implement best practices to enhance efficiency.
• Drive initiatives for cost optimization, service automation, and operational excellence.

Financial & Resource Management:

• Manage budgets, cost allocations, and resource planning for helpdesk operations.
• Optimize licensing, tools, and support contracts to control costs.

Qualifications/Requirements

Qualification (Education, Experience, Skills Certification):

• Education: Bachelor's/master’s degree in IT, Computer Science, or a related field.
• Experience: 12+ years in IT support/helpdesk management, with at least 5 years in an operations leadership role.
• Certifications (Preferred): ITIL V3/V4
• Strong knowledge of ITSM tools (ServiceNow, Remedy, etc.).
• Excellent leadership, problem-solving, and stakeholder management skills.
• Ability to manage high-pressure situations and drive continuous service improvements.

Work location

TAGUIG CITY, NCR, FOURTH DISTRICT

Remarks

No additional remarks

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