Assistant Manager, IT Service Desk
Full-time
Qi Group
We are looking for an experienced Assistant Manager, IT Service Desk to oversee day-to-day Service Desk operations and ensure consistent, high-quality IT support.
In this role, you will lead and guide a team of Service Desk Analysts, oversee ticket management and escalations, monitor service performance against SLAs and KPIs, and drive continuous improvement and automation initiatives. You will also work closely with other IT teams to resolve complex issues and improve overall service quality.
Key Responsibilities
Service Desk Operations
- Oversee daily Service Desk operations to ensure efficient and timely IT support.
- Monitor ticket queues, incident handling, service requests and escalations.
- Ensure incidents, requests and resolutions are accurately documented.
- Monitor service performance and ensure adherence to established SLAs and KPIs.
Team Leadership
- Lead, guide and support Service Desk Analysts in delivering high-quality technical support.
- Manage team schedules, workload distribution and shift planning to maintain appropriate coverage.
- Provide coaching, training and ongoing feedback to strengthen team capability and efficiency.
Technical Support & Escalation Management
- Support the resolution of complex technical issues and escalations.
- Ensure production issues and user requests are addressed promptly through phone, email and remote troubleshooting.
- Maintain strong standards of communication and customer service throughout the support process.
Continuous Improvement & Automation
- Identify gaps and improvement opportunities within Service Desk processes and workflows.
- Drive automation initiatives that reduce manual effort and improve operational efficiency.
- Promote best practices across incident, problem and change management processes.
Monitoring & Reporting
- Oversee system monitoring activities using tools such as Site24x7 to identify downtime and performance issues.
- Monitor and analyse ticket trends, recurring issues and operational performance.
- Prepare management reports highlighting key trends, challenges, system issues and opportunities for improvement.
Collaboration & Governance
- Work closely with other IT teams on escalations, issue resolution and cross-functional initiatives.
- Support compliance with IT security and governance requirements.
- Serve as a key liaison between the Service Desk and IT management on operational and improvement initiatives.
Requirements
- Strong experience in IT Service Desk, IT Support or IT Service Management environments.
- Hands-on experience managing incidents, service requests and escalations.
- Demonstrated ability to lead, coach or supervise Service Desk/support team members.
- Good understanding of SLA and KPI management , ticket monitoring and operational reporting.
- Exposure to system monitoring tools; experience with Site24x7 would be an advantage.
- Strong analytical and problem-solving skills with an interest in process improvement and automation .
- Strong communication and stakeholder-management skills.
- Customer-focused, organised and comfortable working in a fast-paced IT support environment.
Vacancy posted 22 hours ago
Similar jobs that could be interesting for youBased on the Assistant Manager, IT Service Desk in Manila vacancy
- ...About the role The IT Assistant shall be responsible for managing, maintaining, securing, and supporting all information technology operations including full responsibility during the transition from manual operations to an automated Core Banking System (CBS) environment...
- ...world safe for exchanging digital information. IT Engineer Intern Roles And Responsibility Provide... ...line of IT support via phone, email, chat. Manages service desk support tickets and requests. Assist in onsite meetings, events, and physical troubleshooting...
- ...German-Speaking IT Service Desk Specialist ? Manila, Philippines | ? Full-Time | ? 24/7 Rotational Shifts Job Summary We are looking for a German-speaking IT Service Desk Specialist to provide first-line technical support to end users. The role requires strong...
- ...Provide first-line support for IT-related issues, resolving them in a timely manner. Manage service requests, incidents, and problems to... ...Maintain documentation for all service desk activities and ensure accurate reporting. Assist in the training of users on various...
- ...Job Description Position Summary The Service Desk Manager owns the performance, strategy, and leadership of Arraya's Global Service... ...Qualifications and Experience ~7+ years of experience in IT support, service desk operations, or service delivery leadership...
- ...Companies, is a specialist IT Consulting Services company with headquarters in... ...We’re Hiring: IT Service Management Analyst (ITSM) We are looking... ...The successful candidate will assist in incident monitoring,... ...Management, IT support, service desk operations, or a related field...
- ...problems, queries or complaints. Assists in hardware and software... ...upgrades or improvements to IT infrastructure. Level: An... ...Analyst, IT Helpdesk Analyst, IT Service Desk Analyst The IT Service... ...connectivity, Citrix, and Mobile Device Management Responding to end users...
- ...The IT Operations Manager leads the day-to-day delivery of IT Operations services, ensuring reliable 24/7 operational coverage, monitoring... ...Application Support, Service Desk, Network, Security, SRE and service... ...at and we'll be happy to assist! The preceding job description...
- ...About the role The IT Assistant shall be responsible for managing, maintaining, securing, and supporting all information technology operations including full responsibility during the transition from manual operations to an automated Core Banking System (CBS) environment...
- ...perspectives and experiences. As an IT Operations Manager , you will take on a key responsibility in driving the expansion of our IT services in Manila by architecting scalable... ...pivotal role, you will oversee day-to-day desk-side support, ensure network and...
- ...responsible for the design of new or changed services introduction into the live environment. Accountable... ...deriving from projects, from the stage where it is owned fully by a project team, through transition to service management, where business as-usual services are...
- ...level support to end-users for IT-related issues.... ...ensuring minimal downtime. Manage service requests and incidents through the ticketing system. Assist in IT asset management and inventory... ...experience in IT support or service desk roles. Skills and Competencies...
- ...In short, We Enable Possibility℠. The Service Desk Analyst provides end-user support in... ...documentation for recurring tasks as well as assisting the team in setting up user accounts.... ...ATS teams in supporting users in general IT problems. This is a Night Shift role....
- ...required, focusing on customer service and user adoption, by leveraging the relevant IT processes and departments to link... ...issues are escalated as required. Assist with planning, preparation, and... ...Aurecon ITIL based service management guidelines and Aurecon security...
- ...that actually excites you? What You'll Do: Technical Service Desk Manager - Roles & Responsibilities Role Overview The... ...related escalations. Build strong relationships with customer IT teams, business stakeholders, and decision-makers. Participate...
100000 - 150000 Php
...the work. In a company with no office, IT is the office. Every laptop, login, tool,... ..., access controls, password management, device security, and clear rules for who... ...the moment someone leaves. Run a help desk that people love. Make sure problems across...- ...Opportunity At Netrix Global, the Service Desk Analyst will provide timely and accurate... ...ticket escalations and assignments from management. They will require an aptitude for... ...experience in a Help Desk/Service Desk or other IT role Basic knowledge of PC's,...Remote job
- ...What we’re looking for: We are looking for an experienced Manager, IT Operations that will own the global strategy and execution for... ...technicians and engineers Provide support and guidance to users via service management tools One year deliverables: IT Operations...
- ...Purpose of Role The core purpose of the IT Project Manager role is to lead the end-to-end delivery of global internal technology initiatives... ...dependencies, vendor coordination, change approvals and service continuity. Qualifications ~5-7 years of experience in...
- ...About the role The IT Account Manager will be responsible for managing client relationships, aligning technology initiatives with business objectives, and ensuring the successful delivery of IT projects and system enhancement requests from planning through implementation...
20000 - 25000 Php
IT ASSISTANT | IT SYSTEMS & NETWORK SUPPORT Salary: ₱20,000–₱25,000 per month | Full Onsite... ..., Cybersecurity, and Infrastructure Management! Are you an IT professional who enjoys... ...with management, employees, and external service providers. WHAT MAKES THIS OPPORTUNITY...20000 - 25000 Php
IT SYSTEMS & TECHNICAL SUPPORT ASSISTANT Salary: ₱20,000–₱25,000 per month | Full Onsite | Full-Time Ready to... ...and IT applications. Assist in managing system access, software updates, IT... ...effectively with employees and external IT service providers. WHY JOIN THIS...- ...SUMMARY The Service Desk — L1/NOC is responsible for providing quality services and solutions to company’s clients while maintaining... ...when needed. Excellent organizational and time management skills — ability to prioritize and manage multiple tasks simultaneously...
- ...FAITHM Printers & Services FAITHMARCO Technologies Inc. Job Description... ...The company is seeking a reliable IT Support & Field Technical Service Assistant responsible for maintaining internal... ..., software, and network issues Manage office network devices such as...
- ...personable, and adaptable Virtual Front Desk Receptionist to serve as the first point... ...Responsibilities Virtual Guest Management: Greet guests, clients, and... ...catering. Arrange courier and shipping services. Coordinate repair and...
- ...creativity. What will you do? The core purpose of the Senior IT Project Manager role is to manage the end-to-end delivery of internal... ...changes concurrently. We know the work we do is vital in assisting Aurecon's business globally. Here are the key things you...
- ...related field. Minimum of 5 years of experience in Project Management. Experience in handling infrastructure projects Strong understanding... ...Technical Skills Familiarity with change management and IT service management practices. Experience with release planning,...
- ...Job Description Manage the end-to-end delivery of IT infrastructure projects, from planning through implementation and handover Prepares/creates... .... Experience managing vendors, contracts, and service level agreements (SLAs). Strong communication, stakeholder...
- ...enforce strict ITIL quality gates. Multi-Environment Pipeline Management: Coordinate code package deployments and system builds across... ...release risk, and executing contingency rollback plans. Service Governance & ITSM: Deep working knowledge of ITIL Change, Release...
- ...We are looking for a results-driven IT Product Management Lead to oversee the strategy, development, and execution of technology-driven products... ...of experience in product management, preferably in BPO, IT services, or shared services. Minimum 2–3 years in a leadership...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Assistant Manager, IT Service Desk. Be the first to apply!
