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Position title
Service Desk Manager
Description

WeLink MCS is currently hiring for a Service Desk Manager on behalf of a client in the IT/BPO Industry. The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

Responsibilities
  • Monitors open tickets for service level breaches
  • Identifies potentially major problems
  • Uses established procedures, guidelines, and standards
  • Responds to changing business needs by recommending new ways to handle new issues
  • Monitors the direction of appropriate incident tracking processes to be followed by team
  • Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure
  • Conducts leave and resource management for each queue
  • Handles escalated calls
  • Implements SIP and CIP
  • Conducts quality audits, coaches, and mentors the team members
  • Prepares Materials for: Escalation calls thrice a week, Low CSAT calls twice a week, Help File calls, Incident Management calls, and First Call Fix exception calls
  • Attends the monthly quality meeting and Service Now Remedy Resolver Group Team Leads
Qualifications
  • Proficient in English (Read + Write + Speak) and customer centric
  • Leadership skills
  • Handled team size with a minimum of 50 to 100 people
  • Should have managed a team before
  • Should be strong in people management , conflict resolution
  • Very strong in technical knowledge and support the team on the ground.
  • Should be very strong with process knowledge.
  • Should drive the team and ensure service level are not missed.
  • Interaction with customer for weekly / daily / monthly meetings
  • Should be quick in responding to escalations and take the actions.
  • Reports Incidents and SRs. Reports will be generated from various tools available within the infrastructure and published to required.
  • Ensure the leave management is managed properly.
  • Handles escalated calls.
  • Implements SIP ( Service improvement plans) , Lean , pragati
  • Conducts quality audits, coaches, and mentors the team members
  • Prepares Materials for: Escalation calls, Low CSAT calls, Incident Management calls etc.
  • Daily huddle with team and SMEs
  • ITIL Certified
  • Adhering to the customer policies and process
  • Should be flexible for shift
  • Should able to manage in internal / External audits
Job Location
Quezon City, Metro Manila, Philippines
Date posted
August 6, 2022
Valid through
February 28, 2021
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Position: Service Desk Manager

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