Service Desk Manager | US Client | Night Shift- Taguig

5-10 years
8333 - 9292 PHP monthly
15 days ago 2 Applied
Job Description

With over 8,000 professionals across 9 delivery centers in the Philippines, MicroSourcing remains the country's largest offshoring solutions provider.

Service Desk Manager, be 100% YOU with MicroSourcing!

A Service Desk Manager is expected to:

  • Develop and implement strategies to ensure that the Service Desk team provides high-quality customer service and technical support to all customers. Lead with data-driven decision-making utilizing Service Desk metrics to enhance service quality and efficiency. Proactively provide regular reports to senior management on the Service Desk's performance and opportunities for improvement.
  • Drive innovation practices to proactively identify and engage with the organization ecosystem to minimize impacts during technology incidents. Automate as much as possible and leverage technology to improve the service desk capabilities and processes.
  • Lead the team to enhance and build upon existing standard operating procedures and best practices for technical support. Ensure the team follows the appropriate escalation paths and communication protocols for resolving issues.
  • Manage the team's performance, growth, and development. Provide coaching, feedback, recognition, and career guidance. Build a strong and diverse talent pipeline for the service desk and beyond.
  • Manage the budget, resources, contracts, and vendors for the service desk function. Ensure compliance with policies, standards, and regulations.
What it takes to be part of our team:
  • 5 + years of professional experience in related areas demonstrating deep exposure to business processes in a matrix / interdependent organization model.
  • Continuous Service Improvement mindset focused on Service Desk, and Service Management ITIL processes and tools (ServiceNow, Jira / Confluence).
  • Prior experience with technology road mapping and strategic development.
  • Prior experience managing direct reports, providing technical and managerial leadership to operational staff.
  • Prior experience designing, implementing, and maintaining procedures & tools (including selection) for the correct recording and progress of all incidents & requests (ITIL preferred).
  • Solid track record ensuring staff are consistently meeting and exceeding performance expectations /metrics/SLAs and that standards and processes are followed and in alignment with Global Service Desk.
  • Successful track record managing & coordinating the escalation and process of communicating urgent & complicated support issues (including 24x7 capabilities) to the correct IT teams, as well as all processes associated with on call, escalation, and incident management.
What's in it for you
  • Competitive Salary and Benefits
  • HMO plus qualified dependent
  • Life Insurance
Find a balance between work and life that fits you. Do what you do best with MicroSourcing!
For more information, visit https://www.microsourcing.com/
*Terms & Conditions apply

MicroSourcing Philippines Inc, is one of the leading outsourcing solutions providers in the Philippines. We specialize in setting up offshore operations for foreign clients who operate in a wide variety of industries all over the world. Our offices are located in the Eastwood City Cyberpark, Mall of Asia Complex, Bonifacio Global City, Ortigas and Cebu IT Park and form the perfect professional environment from which we can run our various projects. MicroSourcing is a fast moving and flexible company with a great international management team.

About Recruiter
Chris Loyong

Functions

Customer Service/Call Centre/BPO,
IT

Industry

ITES/BPO/Call Center

Skills/Roles

Customer Service and IT

LEVEL HIRING FOR

Junior Level,
Mid Level,
High Level

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