Oversees the delivery of IT services to end-users/ clients
Reviews processes/ procedures for enhancement to ensure consistent high-service performance
Monitors service performance of the in-house technical support team and evaluate customer feedback to develop quality improvement process
Has general oversight over the in-house technical support team and holds all team members accountable for carrying out the required processes and tasks
Manages customer/ client concerns/ complaints
Performs incident/ problem management
Reports service performance, incident analysis, recommendations to IT Management
Coordinates with concerned IT groups on matters related to service delivery in accordance to the defined Service/ Operations Level Agreement (SLA/OLA)
Qualifications:
Graduate of Bachelor’s Degree in ECE, CoE, IT, ComSci or other technical course relevant to the position
With five (5) years IT operations as Service Desk Manager or equivalent function
Willing to undergo trainings and certification (Customer Service and ITIL Foundation Course)
