IT Service Desk Manager

Job Expectations:

• Position Type: Experienced - Manager
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Hybrid (3-4 days onsite per week) - Ortigas, Pasig
• Work Schedule: Weekdays; Mid Shift
• Industry: Global Accounting Firm

About the Job:

You will manage and mentor support teams, collaborate with stakeholders, and ensure IT services are aligned with business needs. This position offers the opportunity to lead a customer-focused support function while enhancing operational efficiency and service standards.

Key Responsibilities:

• Lead and manage daily IT Service Desk operations to ensure efficient and timely support delivery.
• Mentor and develop team members to enhance technical and customer service skills.
• Drive a proactive, customer-focused support culture across the team.
• Monitor ticket queues and ensure effective ticket lifecycle management using ITSM tools.
• Handle major incidents and executive escalations, ensuring timely resolution and communication.
• Track and analyze performance metrics, including SLA compliance and resolution times.
• Collaborate with cross-functional teams to ensure operational continuity and service alignment.
• Engage with stakeholders to improve service standards and user satisfaction.
• Implement best practices and process improvements to enhance service desk performance.
• Oversee service delivery across multiple sites, ensuring consistency and quality.

Qualifications:

• Bachelor's Degree in Computer Science, Information Technology, or a related field.
• At least 6 years of experience in IT Service Desk operations.
• 2+ years of experience in a managerial or leadership role is a must.
• Hands-on experience with ITSM tools and ticket management processes.
• Experience in managing major incidents and handling escalations.
• Ability to monitor and improve SLA performance and service delivery metrics.
• Possesses excellent interpersonal and communication (written & verbal) skills.
• Can start immediately, if possible.
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