IT Desktop Support Manager

The IT Desktop Support Manager is responsible for overseeing operational Business Technology / Information Technology support across the company, including key business application systems, hardware, infrastructure, security, and other technology initiatives requiring proactive and focused technical support. This role manages and coordinates vendor activities delivering IT services, including monitoring compliance with Service Level Agreements (SLAs). It also ensures end-user support and education for operational systems, as well as the preparation of both business-as-usual (BAU) and ad hoc reports.

Service Management

• Ensures the efficient and effective daily operation of IT services.

• Manages IT hardware (desktops and laptops), infrastructure, and security service delivery processes.

• Owns end-to-end operational support, including incident management, problem management, and request fulfilment, as well as support for key business applications such as POS and back-office systems, ERP, timekeeping systems, delivery platforms, Microsoft Office 365, Business Intelligence/Analytics platforms, ad hoc reporting, and future systems.

• Serves as an escalation point for managed service vendors and takes on a broader customer service responsibility.

• Ensures proper documentation and execution of agreed plans, procedures, and policies in delivering services to internal customers.

• Implements practices to improve first-call resolution, enhance customer experience, and strengthen internal relationships.

• Collaborates with country BT/IT teams to develop, enforce, and document standards and procedures.

• Conducts User Acceptance Testing (UAT) and provides end-user training.

Vendor Management

• Establishes and coordinates the IT service delivery team (primarily composed of country-based vendors) and supports vendor evaluation.

• Leads and supervises vendor activities related to service delivery.

• Facilitates regular meetings with service delivery team members and vendors.

• Submits periodic reports to management on team performance, customer complaints, and feedback.

• Conducts regular vendor performance reviews.

• Reviews SLAs and vendor KPIs during weekly governance meetings with the service delivery team.

Stakeholder Management

• Supports immediate supervisors and country or regional management in decision-making to enhance service delivery and customer satisfaction.

• Communicates effectively with all stakeholders involved in service delivery, including team members, customers, and senior management.

• Builds and maintains strong relationships with customers and potential stakeholders.

People Management and Development

Performance Management

• Ensures delivery of commitments and achievement of objectives.

People Development

• Works with immediate supervisor on development plans and implementation.

• Trains local BT counterparts.

Others

• Performs other job-related tasks or assignments to support personal development and improve operational efficiency.

Job Qualifications

• Bachelor’s Degree in Information Technology, MIS, Engineering, Computer Science, or related field

• At least 4 years of experience in IT enterprise support or QSR/Retail IT support

• ITIL Certification is an advantage

• Willing to work in Ortigas, Pasig (Hybrid Work Setup)