Job Title: Service Desk Manager
Salary Range: PHP 50,000-70,000
Work Schedule: 7:00 AM - 4:00 PM - Onsite in Clark Pampanga
PHT Work Setup: Work from home
Date: June 2024
Job Description: Grow your career with
BMG Outsourcing - a leading, well-respected Australian-owned Outsourcing Company with offices in Clark and Sydney, offering you a long-term rewarding career with our Australian client.
We are seeking a dedicated and detail-oriented individual to join our team as
Service Desk Manager for our client. The primary responsibility is to contribute to the success of the business by planning and controlling the activities of the technical team; and managing client tickets, projects and invoices in Autotask.
Working with the management team, the position also contributes to the development and implementation of organizational strategies, policies and practices. The Operations Manager is required to delegate tasks and coordinate the work of the technical team and will have accountabilities for managing the Filipino personnel.
Consistently provide a high level of customer care to maximise positive client experience.- Manage and oversee the service desk ticketing system to plan and control frontline client services within predefined service level goals and budget constraints.
Monitor daily service desk ticket activity to progress jobs and identify completion risks; and ensure the proper, accurate and timely recording and closure of all tickets.
- Monitor, analyse and report on service desk ticket activity; and design, schedule and execute automated reports to clients.
Support the financial management of the business by generating, quality assuring and posting invoices from Autotask.- Contribute to the continuous improvement of the service desk ticketing system and work allocation methodologies.
Contribute to the development and implementation of organisational strategies, policies and practices as a member of the management team.
- Any other tasks that reasonably fall into the scope of the role.
Bachelor's degree in computer engineering, Computer Science, Information Technology or other relevant courses.
Highly developed organizational, administrative and people management skills.
- Highly developed skills in managing multiple tasks and competing priorities.
Strong written and verbal communication, negotiation and facilitation skills.- Minimum five years IT experience focused on infrastructure, systems, networking or service desk.
Experience in operations management, process development and review, and team supervision.
- Capacity to use the Microsoft Office suite of applications to an intermediate-high level.
Strong working knowledge of service desk ticketing system software. (Autotask)
Job Type: Full-time
Pay: Php50,- 00 - Php70,000.00 per month
Schedule: - 8 hour shift
Day shift
Supplemental pay types:
* 13th month salary
