Service Desk Manager

Service Desk Manager

Prov International (Philippines) Inc.
Metro Manila / NCR
5 - 15 Years
Not Specified

Job Description

  • Responsible for managing and owning technical applications, working with technical SMEs and resources across IT and within the business.
  • Review work volumes and Work with team to identify emerging customer trends (types of calls, chats and web submissions) and notifies the appropriate resources while ensuring service levels, work volume and quality standards are met.
  • Lead complex technical initiatives while participating in next generation service desk transformation.
  • Strong background in managing escalations, client and user management for Service Desk Functions.
  • Be a champion for change and continuous improvement.
  • Drive conversations regarding systems and applications and anticipating problems by monitoring key department indicators.
  • Manage staffing to ensure productivity, metric, and quality standards are met and customer service expectations are consistently achieved.
  • Analyzes and investigates opportunities for increasing efficiency, effectiveness, and productivity.
  • Demonstrate a highly developed sense of integrity and commitment to providing customer focused support.
Qualifications:
  • Bachelor's Degree graduate
  • Minimum of 3-5 years of relevant experience
  • Experience supervising Service Desk Staff providing IT Technical Support in an enterprise environment
  • Experience with ServiceNow or another enterprise-level ITSM platform
  • Experience developing and reporting on key performance indicators
  • Possession of an ITIL Foundations Certification and related experience
  • Team Management Skills
  • Willing to work in Makati City


Interested applicants may send their resume to [HIDDEN TEXT]

ProV was founded in 2003 to reduce IT complexity by using services and technologies that don't get in the way - powerful enough to meet the complex demands facing today's enterprises. By streamlining processes, we help companies improve productivity and reduce errors while still saving money. We've assembled a great team to help streamline enterprise day-to-day processes and change how IT implementation, management and support work. Now, ProV is a team of over 600 peers across offices in the US, Germany, India and the Philippines.

Our Shared Mission and Values

Our mission is to help companies thrive by enabling all processes to work together effortlessly.
Our values are commitments to each other. They provide the backbone for our company processes and daily interactions. We believe that, in the long run, these commitments lead to a thriving culture and a more successful business, for ourselves and our customers.

Inclusion is part of our company culture and essential to ProV’s future. We continue to nurture and create opportunities for the next generation, relying on our talent pool’s diverse background to innovate and inspire. More importantly, we see hundreds of ProV employees speaking over 17 languages and working together. Our core values celebrate those differences and the rewarding experiences our customers enjoy

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