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Urgent Hiring for a Service Desk Manager! Competitive salary awaits!

Fusion BPO Services Phils. Inc.

Established in 2007 | 1001-5000 employees
7th Floor, Robinson's Cybergate Cebu,Fuente Osmeña, Don Gil Garcia St., Cebu City, Cebu
Posted on : September 02, 2020
Job ID : 364200


Position Summary:  
The Service Desk Manager (SDM) is responsible for overseeing the day-to-day activities of service desk operations to ensure users and business teams receive the support they require. The role is part general management, part service operations and part special projects. In addition to managing a potentially large staff of support agents, the service desk manager also monitors operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives. The service desk manager is also the leader of a critical IT service-management function that processes a large volume of service requests each day. The SDM will support our clients’ creative and transformative spirit of innovation across all technologies; including Compute, Storage, Database, Big Data, Application-level services, Networking and more. He/She will serve as the principal technical advisor and ‘voice of our clients’ to organizations ranging from start-ups to Fortune 500 enterprises.
  • Mentoring
  • Escalations
  • Executive communications
  • Workload balancing
  • Operational performance monitoring
  • Continuous improvement
  • SLA compliance
  • Managing shift hand-offs
  • Managing the service desk team and evaluate performance
  • Ensuring customer service is timely and accurate all the time
  • Recruiting, training and supporting service desk representatives and tech support representatives
  • Set specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on help desk team’s productivity
  • Provide customer feedback to the appropriate client internal teams, like product developers
Key Management Areas:
  • Change Management
  • Release Management
  • Major Incident Management
  • Problem Management
  • Service Strategy
  • Data analytics and reporting
  • Proven work experience as a Service desk manager
  • Hands on experience with service desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience and to resolve complex issues
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
  • BSc degree in Computer Science, Information Technology or relevant field
Further Preferred Qualifications:
  • ITIL Expert or Master certified

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