Role Summary:
Oversee the deskside support operations across a broader region, providing leadership and strategic direction. The role is accountable for maintaining high standards of IT support, driving continuous improvement, and ensuring alignment with organizational objectives. The Senior Manager leads a team of support professionals and is responsible for stakeholder engagement, resource planning, and escalated issue management.
Duties and Responsibilities:
- Lead and manage deskside support teams across multiple locations within the region.
- Develop and implement strategies to enhance service delivery and user experience.
- Monitor service levels, analyse performance data, and ensure targets are met or exceeded.
- Manage escalations for complex IT issues, coordinating resolution across technical teams.
- Engage with key stakeholders to understand business requirements and translate them into service improvements.
- Oversee resource allocation, budget planning, and procurement of IT assets for the region.
- Drive training and development programmes for the deskside support staff.
- Ensure compliance with regulatory requirements, company policies, and IT governance standards.
- Report regularly to senior leadership on regional service performance, risks, and opportunities.
- Champion a culture of innovation, collaboration, and customer service excellence.
Qualifications:
- Has Bachelor's or Master's degree in Computer Science, IT, or any related field.
- Has 9+ years of overall experience in IT Service Management or Deskside Support
- Proven experience in IT service management or deskside support leadership roles.
- Excellent organizational, leadership, and communication skills.
- Strong analytical abilities and data-driven decision-making.
- Ability to manage complex projects and drive change initiatives.
- Relevant IT service management certifications (e.g., ITIL) are highly desirable.
- Experience in budget management and resource planning.
- Must be amenable to work on a day or mid shift schedule (on-call)
- Must be amenable to work onsite (RTO in Taguig or Pasig office). We also encourage candidates from Cebu to apply!
