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:

We are looking for an IT Service Desk Manager to join our client's team and lead the delivery of high-quality IT support services. In this role, you will oversee service desk operations, ensure timely resolution of incidents, and drive continuous improvement in service delivery. 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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