Nityo Infotech
Nityo Infotech

Service Desk Operations Manager  

Nityo Infotech

  • Pasig, Philippines
    Ortigas Ave, Pasig, Metro Manila, Philippines
    Pasig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-06-29T16:00:00+00:00
Job closed.

Job Description

  • Manages day-to-day operations of the IT Service Desk Department and reports to the Head of End-User Services – Managed Services;
  • Drive continual improvement of IT Service Management & Operations performance to ensure agreed service levels are delivered to the business; Likewise monitors the effectiveness against SLA / KPI’s;
  • Major incident management owner ensuring effective escalation & notification to partners, stakeholders during significant outages;
  • Point of escalation, resolution management and communication for major issues affecting customer operations;
  • Conduct Management Dialogues with direct reports and implement training and development plans for the team to address individual development needs;
  • Communicate and interact closely with third parties and relevant groups or departments across the company for enhancements, changes, service delivery initiatives that address specific customer requirements and increase customer satisfaction;
  • Ensure sufficient manpower and resources are maintained to meet service requirements and cost control goals;
  • Manage customer contracts within Harbour IT from end of transition until termination;
  • Ensure transition requirements are met for new customer transitions.

Minimum Qualifications

  • At least 5-years of experience in similar role, managing IT Services is an advantage;
  • Must have good understanding of business systems and processes;
  • Experience in implementing and/ or managing ITIL based processes;
  • Strong understanding in IT Service Management and tools;
  • Strong customer service skills and good interpersonal skills;
  • Excellent leadership skills and the ability to develop and manage staff KPI’s
  • Ability to build and manage team structures in a changing business requirement (resource planning)
  • Experience working in a managed services environment is highly desirable;
  • Must be ITIL V3 Foundation Certified; ITIL Service Operation / IT Service Management is a plus.

Jobs Summary

Job Level
Director / Executive
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
Ortigas Ave, Pasig, Metro Manila, Philippines
Industry
Other Industry
Vacancy
1 opening
Website
http://nityo.com/

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About Nityo Infotech

Nityo Infotech is a global management consulting, technology services and outsourcing company. Nityo collaborates with clients to help them become high-performance businesses by leveraging comprehensive business and technology solutions across diverse domains. Nityo offers integrated portfolio of services including software-led IT solutions, remote infrastructure management, engineering and R&D services and BPO.

Here in the Philippines, Nityo Infotech, Inc. is geared towards IT-Manpower (headhunting for permanent posts and staff-augmentation for contractual posts), IT-Outsourcing for back-end technical support and Online IT-Training and Solutions.

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