Service Desk Manager – Philippines

5 Mar

Job Code: 62826

The Client is a Pharmaceutical Company located in Makati City, Philippines.

Qualifications: At least 5 years experience in helpdesk environment supervisory/management role / Strong leadership and excellent interpersonal skills and the ability to influence others / Exposure to international companies / Help desk management systems / Excellent ability to prioritize and control activities and deliver results within budgetary and time constraints / ITIL Certification.

Job Description: Manage a team of Service Desk professionals, lead professionals, and supervisors/team leads / Manage Help Desk resources for optimal performance.  This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off / Maintain a high level of employee morale within the team / Participate in the development of service level agreements and ongoing management of service level compliance / Participate and assist in driving the knowledge management process / Develop and demonstrate an understanding of customer and business needs / Resolve escalated customer and vendor issues / Resolve daily issues of a complex scope that impact the team and overall business objectives / Prepare staffing plans in conjunction with Service Support Director / Work with other ISG Streams to prepare the support team for new product/service releases / Assist the Service Support Director with the preparation and administration of departmental budget and business plans and metrics / Participate in and drive participation of the Service Desk in the organization’s change management process / Perform director’s responsibilities in his or her absence / Develop and enhance cooperative interdepartmental and vendor relationships and communications / Maintain current knowledge of industry trends and potential impact on the support business.

Please send your Word-formatted CV/resume to Kindly specify JOB CODE: 62826. Your intent to apply and any documents we receive from you will be kept in the strictest confidence and will never be shared or sent to anyone except our clients which we have a contract and obligation to provide recruitment services, including sending documents pertaining to credentials and qualification. If you do not agree to this condition, we cannot process your intent to apply.


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