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Helpdesk Section Manager (#613,088,422) 

Job offer #613,088,422 in Philippines

Position: Helpdesk Section Manager
Location: BGC, Taguig City
Salary Range: Negotiable
Start Date: ASAP

Job Description:

- A help desk manager's job is to oversee timely delivery of quality technical support service to ACSS clients. This requires both knowledge of the ACSS systems being supported and effective personnel management skills.


- Minimum of a bachelor's degree in a computer-related field or with equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.
- Minimum of 2 years work experience as helpdesk, technical support or call center.
- Minimum of 2 years work experience as a manager in the relevant position.
- Strong leadership and organizational skills.
- IT background is a plus but not required.
- Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule.

Duties and Responsibilities:

- It is the Service Desk manager’s responsibility to continually track his/her employee’s performance to ensure that they meet the required professional level.
- It is the Service Desk manager’s responsibility to apply a work discipline in the call center, implement the work procedures of the organization in the ongoing work, create motivation, cultivate an effective team and continually delegate to his/her employees.
- The Service Desk manager should prepare training programs for his/ her employees. These should be based on analysis of their performance and the analysis of the customer complaint levels, as well as the organization’s strategic programs and direction.
- The Service Desk manager is defined as a stop in the escalation path in cases of user complaints; as such, it is his/her responsibility to try to resolve the problem to the customer’s satisfaction.
- The Service Desk manager is also responsible for a set of work procedures. It is under his responsibility to ensure that the procedures are complete, updated and available.
- It is the Service Desk manager’s responsibility to regularly track the level and quality of service of external vendors, and their compliance with the terms and conditions of their contracts with the organization.
- The Service Desk manager is responsible for producing and distributing monthly performance reports that reflect the system status and how well the help desk performs in meeting its objectives. These reports should also provide trends analysis and point out objectives that arise from ongoing analysis of the information accumulated in the system repositories.

Other Responsibilities:

- Ensure that users are provided efficient and timely first and second level support on a 7x24 basis.
- Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.
- Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems.
- Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
- Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.
- Invokes problem escalation procedures to coordinate recovery.
- Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.
- Remains on-call during off-peak hours to respond to support high severity service issues.
- Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions.
- Performs other duties and responsibilities as assigned by the Division/Department Manager.

Details of the Client Company

Name of the Client

Job Details

Employment Status
Full time
Type of Salary
Fixed salary
Job Location

Job Requirements

Minimum Educational Qualification
Bachelor's degree

Recruitment Company Details

Name of the Contact Person
Juster Base
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