IT Service Desk / noc managerWonders Corporation

Job Description:
Key Responsibilities:
Effectively managing, developing, and training the service desk team.
Manages and coordinates urgent and complicated support issues
Act as an escalation point for all requests and incidents
Manage process for communicating outage/emergency activities to the organization
Facilitate root cause of issues and communicate appropriately to internal and external customers
Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Conducting and sharing results from service and operation performance reviews.
Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed
Develops Service Level Agreements to set expectations and measure performance
Drive Ticket Deep Dive and develop strategies for improvement
Develops an effective and workable framework for managing and improving customer IT support in the organization
Review survey feedback to improve services, tools, and support experience
Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
Requirements
Requirements:
Bachelor's degree in information technology, information systems, computer science or related field
Minimum 6 years experience working in IT-related environments
Minimum 4 years experience managing and overseeing service desk team
Proven work experience as a service desk manager
Hands-on experience with service desk and remote support
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Team management skills
Excellent written and verbal communications skills
Ability to prioritize and organize work in a multitasked environment.
Ability to adapt to a flexible schedule.
Ability to maintain the highest level of confidentiality.
Build the tech team and lead the overall growth and strategy for the Tech department
Mentor and upskill existing team of engineers and technicians
Wonders Corporation

Dumaguete City, Negros Oriental
Permanent
Full-time