IT Service Desk Manager
Trinity Workforce Solutions, Inc.
Job Description
Benefits
Government Mandated Benefits
13th Month Pay, Pag-Ibig Fund, Paid Holidays, Philhealth, SSS/GSIS
Insurance Health & Wellness
HMO
Others
Company Social Events, Office Parties
Perks Benefits
Company Equipment
Time Off & Leave
Maternity & Paternity Leave, Sick Leave, Solo Parent Leave, Vacation Leave
Description
- Manages all activities in the Delivery center
- Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
- Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity
- Ensures process changes are implemented
- Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs & KPI’s.
- Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
- Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
- Reviews escalations and implements corrective and preventive actions on DC level
- Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
- Supervises performance of the team and is responsible for their qualification
- Attends the monthly quality meeting, Service Now Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)
- Prepare presentation for Weekly regional review and lead customer interaction for weekly presentation
- Perform DSAT analysis and take corrective actions to bridge gaps
- Drive productivity and performance of team members
- Conduct one on one meetings with team members
- Bring up and drive service improvements end to end
- Prepare monthly performance score card for team members
- Conduct team engagement and Rewards & Recognition of team members
- Complete quarterly and annual reviews for team members
- Publish daily reports for team members
- Perform historically analysis on volume, derive capacity planning, prepare schedule of team (Roster), leave management
- Drive usage of automation tools with team members
Requirements
- Delivery center management
- Stakeholder management
- Experience supporting global service desk manager
- Process changes implementation
- Implementation of performance reporting for all the SLAs and KPIs
- Conducting aging ticket reviews and audits
- Review of escalations and implements corrective and preventive actions
- Implements SIP (Service improvement plans) and Continuous Improvement Plan (CIP)
- Performing DSAT analysis
- Please indicate ticketing tools you have used and years of experience
- ITIL Certification
I Ste
Senior IT Recruitment PartnerTrinity Workforce Solutions, Inc.
Active within three days
Working Location
Eton Centris. Epifanio de los Santos Ave, cor Quezon Ave, Metro Manila, Philippines
Posted on 16 June 2025
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