Deskripsi Pekerjaan
Are you a seasoned leader with a passion for IT service excellence? Makotek Computer Sales Inc is seeking a highly motivated and organized Service Manager to lead our IT support operations in Davao City. In this pivotal role, you will be the backbone of our technical service department, ensuring that our clients receive top-tier support and that our internal operations run like clockwork.
As our Service Manager, you will oversee daily operations, manage a talented team of IT technicians, and drive performance through strategic SLA monitoring and continuous process improvement. We are looking for a proactive problem-solver who can handle high-pressure environments, maintain exceptional customer satisfaction, and foster a culture of professional growth within our technical team. If you are ready to take the next step in your career with a reputable leader in the computer sales and services industry, we want to hear from you.
Tanggung Jawab
- Lead and supervise the IT support team to ensure high-quality service delivery.
- Monitor and manage Service Level Agreements (SLAs) to guarantee timely resolution of customer issues.
- Track and analyze team performance metrics to identify areas for operational improvement.
- Oversee daily service desk workflows, ensuring efficient ticket management and resource allocation.
- Foster a collaborative environment by providing regular training, coaching, and performance feedback to team members.
- Develop and implement standard operating procedures (SOPs) to enhance technical support efficiency.
- Collaborate with cross-functional departments to resolve complex service challenges.
- Prepare regular reports on service operational health for senior management.
Kualifikasi
- Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or a related field.
- At least 2-3 years of experience in a supervisory or management role within an IT support or customer service environment.
- Strong understanding of IT support ticketing systems and SLA management protocols.
- Proven ability to lead, motivate, and mentor technical support teams.
- Excellent communication skills in both English and Filipino, with a professional approach to client relations.
- Analytical mindset with the ability to interpret performance data and implement actionable solutions.
- Knowledge of computer hardware and basic networking concepts is highly advantageous.
- Ability to work full-time in Davao City and manage high-volume operational tasks effectively.