Job Summary:
The Service Desk Manager is a critical leadership role responsible for overseeing the daily operations of the IT Service Desk, ensuring the delivery of high-quality, efficient, and user-centric IT support to all employees. This role involves managing a team of service desk agents, optimizing processes, leveraging technology and GenAI, and analyzing data to continuously improve service delivery and end-user satisfaction. The Service Desk Manager acts as a key interface between the IT department and the rest of the organization, translating technical complexities into understandable solutions and fostering a culture of exceptional customer service.
Key Responsibilities:
- Team Leadership & Management:
- Lead, mentor, and motivate a team of Service Desk Analysts/Engineers.
- Conduct regular performance reviews, set clear objectives, and provide constructive feedback and coaching.
- Identify training needs and coordinate ongoing professional development for the team.
- Manage shift schedules, resource allocation, and workload distribution to ensure adequate coverage and service levels.
- Foster a positive, collaborative, and high-performance team environment.
- Service Delivery & Operations:
- Oversee the day-to-day operations of the Service Desk, ensuring timely and effective resolution of IT incidents and service requests.
- Monitor and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), striving for continuous improvement and adherence.
- Act as an escalation point for complex or critical technical issues and dissatisfied users, ensuring prompt resolution and appropriate communication.
- Implement and enforce ITIL best practices (Incident Management, Request Fulfillment, Problem Management, Change Management) within the Service Desk.
- Ensure accurate and detailed documentation of all interactions and resolutions in the ticketing system.
- Process Improvement & Optimization:
- Continuously review, analyze, and optimize Service Desk processes and workflows for efficiency, effectiveness, and user satisfaction.
- Identify opportunities for automation and self-service to reduce ticket volume and improve resolution times.
- Drive the adoption and improvement of knowledge management practices, ensuring the Service Desk Knowledge Base is comprehensive, accurate, and easily accessible.
- Collaborate with other IT teams (e.g., Infrastructure, Applications, Security) to streamline support processes and improve cross-functional handoffs.
- Performance Monitoring & Reporting:
- Develop, track, and report on key performance indicators (KPIs) and metrics (e.g., FCR, AHT, CSAT, SLA adherence, ticket volume, backlog).
- Utilize data analytics from the ticketing system to identify trends, root causes of recurring issues, and areas for proactive intervention.
- Prepare regular reports for IT leadership on Service Desk performance, achievements, and challenges.
- Customer Experience & Communication:
- Champion a customer-first approach within the Service Desk team, emphasizing empathy, active listening, and clear communication.
- Proactively gather and act on end-user feedback to enhance service quality and satisfaction.
- Develop and implement communication strategies for IT service outages, planned maintenance, and new service rollouts.
- Technology & Tools:
- Manage and optimize the Service Desk's ticketing system (ITSM platform) and other support tools.
- Evaluate and recommend new technologies or enhancements to improve Service Desk efficiency and capabilities.
- Ensure the team effectively utilizes all available tools and resources.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field; equivalent practical experience will be considered.
- Minimum of 10 years of experience in an IT Service Desk or IT support role, with at least 8 years in a leadership or managerial capacity.
- ITIL Foundation certification required; ITIL Intermediate or Expert certifications highly desirable.
- Strong understanding of IT Service Management (ITSM) principles and best practices.
- Proven experience with major ITSM platforms (e.g., ServiceNow, Jira Service Management).
- Demonstrated experience in managing and optimizing service desk operations and processes.
- Excellent analytical and problem-solving skills, with the ability to interpret data and drive actionable insights.
- Exceptional communication (written and verbal), interpersonal, and customer service skills.
- Strong leadership, coaching, and team-building abilities.
- Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities.
Preferred Skills & Experience:
- Experience in E2E Incident Lifecycle management
- Experience with knowledge management systems and self-service portal implementation.
- Familiarity with cybersecurity best practices and identity and access management (IAM) concepts.
- Experience with Power BI or other data visualization tools for reporting.
- Experience in an organization with a significant remote workforce.
Working Conditions:
- Primarily office-based in Taguig, Metro Manila, Philippines. (Adjust for remote/hybrid roles)
- May require occasional extended hours to address critical issues or meet deadlines.
- Some on-call rotation may be required.
