ITaaS Manager - PH

Our IT Consulting company offers a collaborative and innovative work environment, allowing you to make a significant impact on our clients’ IT practices. The ITAAS Manager will have the opportunity to work with diverse industries and contribute to enhancing the IT service  landscape across various organizations. If you are passionate about ITAAS and possess the skills to drive transformation and excellent service, we invite you to join our team and embark on a rewarding career journey.

RESPONSIBILITIES:
In this role, you'll get to...

• be responsible for executing the organization’s technology strategy. They assess the company’s technological needs, identify opportunities for improvement, and align IT initiatives with overall business goals.
• be responsible for identifying opportunities to enhance IT service delivery. Then implement best practices, process improvements, and automation to increase efficiency and quality, ultimately driving better value for the organization.
• conduct recurring service ticket report review with assigned accounts and provide analysis of trends and KPIs
• serve as the escalation point to resources for ticket and case management on an ongoing basis. Continual review of service tickets and assignments as appropriate, based on role, and type of work.
• conduct scheduling and escalations between engineers, technicians, client-facing managers, and client resources
• ensure resources are maximized for each account and hours are only used when necessary
• provide assistance with identifying and scheduling service requests that fall outside of the contracted services.
• perform root cause analysis of infrastructure problems and develop resolution and prevention plans
• maintain familiarity with current and upcoming IT equipment, services, and other developments
• work with the recruitment team to conduct technical interviews and provide feedback when needed
• perform other duties as assigned or needed related to the role.