Sitel Ortigas – IT Service Desk Manager

IT Service Desk Manager
(National Capital Reg)

Responsibilities:
Provide a single point of contact service desk team with ownership for incidents and service requests from internal and external customers.

To work with other members of IT management team and define appropriate processes and procedures and Service Levels to be used by the IT Service Desk to meet their objectives.

Ensure that all customer communication is timely and appropriate.

Ensure that 3rd party technology providers are managed effectively.

To monitor system performance and faults to ensure the Service Desk team are meeting or exceeding customer SLA’s

To undertake incident trend analysis and identify methods of improvement.

To deliver a very high level of customer service and empowered to take necessary actions while minimizing costs appropriately.

Define and Produce reports (including Service Reports on Incidents/Changes/Problems) to required standard for use in both Customer/Client feedbacks on IT Services, volumes, performance (SLA) and for internal use of individual and team performance.

Manage team and other IT departments to provide customer support and advice on all IT issues.

Ensure that team adhere to IT security policy and changes/incident resolutions are in line with policy requirements.

To define and measure individual and team targets for the IT Service Desk analysts to ensure performance meets/exceeds customer expectations.

To act as a member of the IT Department escalation and crisis management team – requiring 24×7 availability on a rotational basis.

Deliver continuous service improvements to maximize customer satisfaction.

Holding regular service management review meetings with appropriate members of the user community and other IT departments.

Create a Knowledge base for IT Service delivery, ensuring that Service Desk Analysts work to and document procedures for fault and change management services.

Requirements:

Minimum of 3 years IT service desk management experience in remotely supporting a multi site end customer environment. Preferably within a Pan European environment.

Proven experience in setting up an IT service desk from startup, including development of processes, procedures, reporting, service levels, etc.

Experience of working in an ITIL environment.

Sitel Ortigas 2nd Floor The Centerpoint Building Julia Vargas Avenue cor. Garnet Road, Ortigas Center, Pasig City 1600 Tel.: 860-1111 Fax: 634-5414 Mondays to Fridays,9am to 6pm Walk-in applications are encouraged.

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