Job Description
Level: Supervisory
Employment Type: Full-time, Permanent
Location: Mandaluyong
Schedule: Monday to Friday
Job Summary:
This role is responsible for overseeing the daily operations of the IT service desk, ensuring the efficient and effective resolution of user requests, incidents, and problems.
Duties & Responsibilities
Incident Service Desk Operations Management
- Lead and manage the service desk team to ensure prompt and high-quality IT support services.
- Monitor and maintain ticketing systems, ensuring incidents, service requests, and problems are logged, prioritized, and resolved in accordance with SLAs.
- Define, implement, and enforce service desk policies and standard operating procedures (SOPs) to optimize efficiency and service quality.
- Ensure seamless collaboration between service desk, technical support, infrastructure, and applicati...