Service Desk Operations Manager
Nityo Infotech
- Pasig, PhilippinesOrtigas Ave, Pasig, Metro Manila, PhilippinesPasigMetro ManilaPhilippinesPhilippines
- Penuh waktuFULL_TIME
Berakhir 7 years ago
2017-06-29T16:00:00+00:00Deskripsi Pekerjaan
- 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.
Kualifikasi Minimum
- 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.
Ringkasan Perkerjaan
- Tingkat Posisi
- Direktur / Eksekutif
- Spesialisasi
- IT and Software
- Persyaratan tingkat pendidikan
- Lulus program Sarjana (S1)
- Respon rekruter ke lamaran
- Once in a while
- Alamat Kantor
- Ortigas Ave, Pasig, Metro Manila, Philippines
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Tentang 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.