Service Desk Manager <CEBU>ID:4594570,000 PHP ~ 100,000 PHPCebu City, Cebu19 days ago
70,000 PHP ~ 100,000 PHP
BPO / IT BPO / Call Center
・Deliver support services to meet SLA commitment to customer
・Oversee incident management, including incident resolution, incident creation incidents routing and phone/email/chat response
・Deliver a Global Service Desk that has 24/7 coverage and availability
・Ensure Knowledge base quality is consistently maintained, meaning useful to employees and customers alike Enforce policies and procedures and provide continuous process improvement to lead to faster resolutions.
・Responsible for planning, organizing and implementing any new Service Desk standards.
・Manage team performance, provide leadership and mentoring, and use a wide range of tools and techniques to create and maintain a collaborative, motivated, and positive team atmosphere Provide career panning advice to team and create development plans to help employees achieve their career goals, including assigning of work which utilizes their skills and capabilities and provides them with opportunities for learning.
・Manages the Service Desk Staff including consultation on performance evaluations, career development, hiring and disciplinary responsibilities.
・Coordinate activities between multiple support groups to ensure adherence to SLA
・Take overall responsibility to incident management and request fulfillment
・Attend stakeholder and client meetings, anticipate potential issues and come up with action steps geared towards mitigating potential customer impact.
・Bachelor's Degree in Computer Science/Information Technology or equivalent; or atleast Highschool Graduate with relevant experience
・5 years professional experience in global Service Desk or global technical support group, with at least 2 years in proven leadership experience
・ITILv3/v4, Microsoft, PMI Certifications are preferred
・Excellent communication and team management skills
・Must stay up-to-date with industry technology trends and applicability of software/hardware solutions
・Excellent organizational, interpersonal, and time management skills
・Ability to make sound and logical judgments.
-Government Mandatory Benefits
-13 months bonus
-Training to japan
*Others to be disclosed during interview*
SHIFTING ~ SHIFTING
Depend on shift
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