IT Service Desk Manager
Trinity Workforce Solutions, Inc.
Job Description
Benefits
Government Mandated Benefits
13th Month Pay, Pag-Ibig Fund, Paid Holidays, Philhealth, SSS/GSIS
Insurance Health & Wellness
HMO
Others
Company Social Events, Office Parties
Perks Benefits
Company Equipment
Time Off & Leave
Maternity & Paternity Leave, Sick Leave, Solo Parent Leave, Vacation Leave
Description
- Manages all activities in the Delivery center
- Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
- Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity
- Ensures process changes are implemented
- Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs & KPI’s.
- Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
- Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
- Reviews escalations and implements corrective and preventive actions on DC level
- Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
- Supervises performance of the team and is responsible for their qualification
- Attends the monthly quality meeting, Service Now Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)
- Prepare presentation for Weekly regional review and lead customer interaction for weekly presentation
- Perform DSAT analysis and take corrective actions to bridge gaps
- Drive productivity and performance of team members
- Conduct one on one meetings with team members
- Bring up and drive service improvements end to end
- Prepare monthly performance score card for team members
- Conduct team engagement and Rewards & Recognition of team members
- Complete quarterly and annual reviews for team members
- Publish daily reports for team members
- Perform historically analysis on volume, derive capacity planning, prepare schedule of team (Roster), leave management
- Drive usage of automation tools with team members
Requirements
- Delivery center management
- Stakeholder management
- Experience supporting global service desk manager
- Process changes implementation
- Implementation of performance reporting for all the SLAs and KPIs
- Conducting aging ticket reviews and audits
- Review of escalations and implements corrective and preventive actions
- Implements SIP (Service improvement plans) and Continuous Improvement Plan (CIP)
- Performing DSAT analysis
- Please indicate ticketing tools you have used and years of experience
- ITIL Certification
I Ste
Senior IT Recruitment PartnerTrinity Workforce Solutions, Inc.
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Working Location
Eton Centris. Epifanio de los Santos Ave, cor Quezon Ave, Metro Manila, Philippines
Posted on 16 June 2025
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