Manager, Service Desk

NUSTAR Resort


Date: 5 hours ago
City: Cebu City
Contract type: Full time
Department

Service Delivery

Employee Type

Regular

Job Description

  • Analy zes technical support activities and makes recommendations for more efficient and effective operation procedures.
  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved .
  • N eeds to understand thoroughly the strategic vision for the service desk and the ability to set the long-term direction of the team.
  • Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
  • Collaborate with internal partners to implement new technologies to improve operational efficiency .
  • Conduct regular meetings with the team and training sessions for new and improved SOP .
  • Manages and drives down weekly IT SLA reports and manages the team to prevent SLA violations .
  • Conducting and sharing results from service and operation performance reviews.
  • Develops and enforces IT service standards and procedures .
  • Performs quality check on updates to hardware and software inventory and asset tracking system.
  • Involves in staff management, motivations and development to improve performance , reduce attrition, staff retain and their career advancement.
  • Monitoring employee productivity and providing constructive feedback and coaching
  • Facilitates Control
  • Effective in leading physical and virtual teams
  • Building partnerships and liaising with team leaders to determine the company’s services, delivery criteria, and solutions for issues that may arise.
  • Assessing customer feedback and using their expertise to establish , improve, and refine services.
  • Monitors IT finances and budgets.

Qualification

  • Bachelor’s/College Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or its equivalent.
  • At least 5 years of relevant IT enterprise support experience required , including 2 years of experience in supervising staff.
  • Possessing good technical understanding on Active Directory , Exchange, and Office applications is essential.
  • Possess strong experience in hardware and software troubleshooting.
  • Exposure to Gaming and/or Hotel industry preferred.
  • Must have excellent planning/organizational, problem-solving, analytical, and communication skills, as well as basic presentation and decision-making skills.

Experience Range Range (Years)

3 - 5 years

Job posted on

2024-10-31

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