The Service Desk Manager is responsible for ensuring that committed service level agreements with both internal and external customers are met through the effective and proactive identification and remediation of technical issues.

DUTIES AND RESPONSIBILITIES

• Serve as a point of escalation for technical issues and alerts and ensures efficient handling of incidents, service requests, and problems according to established procedures.

• Track key performance indicators (KPIs) and analyze metrics such as resolution times and customer satisfaction scores.

• Implement and enforce service level agreements (SLAs) to ensure service delivery meets agreed-upon standards.

• Promote and develop seamless collaboration with L1/L2/L3 support teams and application development team to proactively address application issues

• Develop and implement strategies to minimize harmful events, prevent issues, and improve overall service.

• Help to manage overall prioritizations between production incidents/problems, changes, and new application implementation

• Develop and maintain documentation for service desk standards, best practices, and new procedures.

• Create and implement strategies to improve the effectiveness and efficiency of service desk processes and tools.

• Generate and share reports on team productivity, service performance, and customer satisfaction with senior management and other relevant stakeholders.

• Manage the service desk budget, including review and approval of costs and vendors.

• Hire, train, mentor, and evaluate the performance of service desk analysts.

• Create development plans for team members to help them achieve their career goals.

ACCOUNTABILITIES

A service desk manager is accountable for the operational excellence of the IT service desk, which includes managing the service desk team, ensuring efficient and effective incident and request fulfillment, monitoring performance against service level agreements (SLAs), driving continuous improvement through data analysis and process optimization, and acting as a liaison with stakeholders like senior management and other departments.

REQUIREMENTS

• Bachelor’s degree in computer science, BS Information Technology, or any related courses.

• At least 10 years of working experience as Service Desk Manager, Application Support Head, Application Development Head, or equivalent senior position.

• Preferably has experience working in a Fintech company or Financial Institution.

​Work-Setup: Hybrid

Schedule: Dayshift (8 am -5 pm) *Flexi Schedule for Managers

Location: Makati City