Discover your 100% YOU with MicroSourcing! Position: Sr. IT Manager (End-User Computing Group) Location: Libis, Quezon City Work setup & shift: Onsite| Dayshift Why join MicroSourcing Youu0027ll have:- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role:To oversee and manage the day-to-day operations of the companyu0027s end-user computing support services, ensuring that all employees have access to the necessary technology and resources to perform their roles efficiently.
This position plays a key leadership role in designing, implementing, and maintaining a high-quality support experience for end-users, while optimizing operational processes, and maintaining high levels of customer satisfaction.
Key Responsibilities and Accountabilities
The Senior IT Manager (End-User Computing Group) will be responsible for the following:- Managing and mentoring the IT End-User Computing Group (EUCG), ensuring team members are well-trained, motivated, and equipped to provide effective support services.
- Define, review and update IT End-User Computing Group's service level agreements (SLA'S) aligned to the company's business goals and objectives.
- Ensure that SLA commitments are met and achieved, including monitoring and reporting of the same to company stakeholders, both internal and external.
- Ensure the 24x7 IT End-User Computing Group (EUCG) support coverage.
- Ensure that projects and activities are completed as per commitment.
- Conduct regular IT End-User Computing Group (EUCG), review to assess gaps and recommend changes to support the present organizational needs.
- Plan upgrades and new strategies designed to improve the IT computing system that includes but not limited to desktops, laptops, peripherals and applications.
- Responsible for the relationship management with internal and external clients.
- Liaise with other teams, partners, vendors and clients regarding technical matters concerning the project.
- Responsible for staging regular meetings, communication and updates with company stakeholders, both internal and external.
- Attend client service review meetings areas covered will include performance reports, service improvements, quality and processes
- Responsible for ensuring that key deliverables with customers are followed through, tracked, updated and completed as per commitment.
- To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
- To provide reports to an agreed schedule (or on request), including management and account performance reports.
- Responds to and addresses security incidents and IT security policy violations pertaining to IT End-User Computing Group (EUCG).
- Responds to and addresses high severity/priority issues and escalations immediately and provides guidance to subordinates till closure.
Health & Safety of our People- Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
- Complete all necessary training and compliance requirements and professional development opportunities.
Qualifications- At least 10-12 years of IT experience focusing on computer systems, Operations and Service Delivery 5-7 years in a managerial role in an IT environment with emphasis on IT Operations or Service Delivery management.
- Candidates must possess at least a Bacheloru0027s/College Degree or IT-related course.
- IT Service Delivery qualification is desirable
- Analytical and team management skills are a must.
- Should exhibit strong leadership, interpersonal, communication and decision-making skills.
- Very strong client relationship and Account management with experience handling medium to large complex accounts.
- Experience of managing IT suppliers in outsourcing contracts.
- Ability to work well under pressure, multi-task and meet demanding deadlines.
- IT Service Delivery qualification is desirable
- Must have effective interpersonal and communications skills.
- Good documentation and presentation skills.
- Call Center / BPO / SI / Provider work experience is highly preferred.
About MicroSourcing With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU MicroSourcing firmly believes that our companyu0027s strength lies in our peopleu0027s diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan - itu0027s our commitment. Our way of life. Here, we donu0027t just accept your unique authentic self - we celebrate it, valuing every individualu0027s contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
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