Service Desk Manager - Makati City

Company Description

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 10 countries, and more than 160 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.
We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

Job Description

Lead and manage the Service Desk team, ensuring timely and efficient resolution of IT issues.
Provide coaching, mentoring, and training to service desk staff to enhance their skills and performance.
Collaborate with IT teams and business units to improve service delivery and address recurring IT challenges.
Drive the critical/major incident management process, ensuring swift resolution by coordinating resolver teams and engaging them via bridge calls.
Ensure major incidents assigned to support groups are resolved promptly and that service is restored.
Ensure all IT processes (including Incident, Problem, and Event Management) are executed effectively and meet Service Level Agreements (SLAs).
Develop and maintain the user notification process, ensuring clear and timely communication about IT incidents, maintenance, and service changes.
Establish and enforce communication guidelines for notifying users of outages, updates, and resolutions.
Represent Corporate IT to the user community by providing friendly, professional, and efficient support.
Monitor and report on key performance indicators (KPIs) and service levels to ensure high-quality service delivery.
Regularly review Service Level Agreements (SLAs), ensuring service desk performance aligns with business expectations.
Monitor ticket assignments and progress in Jira, ensuring proper categorization and escalation as needed.
Drive initiatives for automation and self-service improvements to enhance efficiency and user experience.
Continuously analyze service desk performance to identify trends, reduce recurring incidents, and improve first-contact resolution rates.
Oversee the development and maintenance of an IT knowledge base, ensuring accurate documentation of common issues and solutions for users and support teams.

Qualifications

Successfully completed IT education or comparable qualification
At least 5 years of experience in an IT Service Management (ITSM) role, with proven leadership in Service Desk or IT Support.
Strong understanding of ITIL principles and best practices.
Experience in managing user notifications and IT communications.
Excellent communication and stakeholder management skills.
Strong planning, organization, time, and priority management abilities, with the capability to handle multiple workstreams effectively.
Experience working as part of a global team; across multiple countries and time zones
Hands-on experience with ITSM tools (e.g., Jira Service Management, or similar).
Strong customer service orientation, with a focus on improving the user experience.

Additional Information

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.
In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.
We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.
Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.