IT Helpdesk Manager - National Capital Reg - Makati City - Philippines

The information technology (IT) help desk manager manages a team who addresses technical and IT support requirements and resolves IT-related issues of the entire workforce of an organization in a timely manner. The IT help desk team is considered the backroom engine of our company. Along with the IT top management, the IT help desk manager develops an effective and workable framework for managing and improving customer IT support in the organization.

Daily Responsibilities
Draws up specific schedules for help-desk technicians, engineers and staff.
Checks the logs (Jira) of urgent technical issues to be addressed.
Addresses complicated support issues that are escalated to him by his supervisors, Team Leaders and members.
Works in close conjunction with IT top management and his team to ensure organizational employees are working at their optimal best daily on desktops, laptops, handheld communication devices and workstations.
Carries out supplementary IT tasks, oversees new IT installations, works with staff on customized application development projects and contacts independent vendors, if needed.
Administrative Role
Generates weekly and monthly reports on customer support issues.
Develops metrics and templates to evaluate technical support issue response times and solution solving skills of his team.
Develops training frameworks and programs to help his staff keep updated about new industry practices.
Also plans for hiring new recruits and purchasing new systems, hardware and other IT supplies.
Manages Team
Need to possess good leadership qualities and communication skills in order to manage the help desk team.
Develops and leads a team of help desk professionals to address all technical requirements of workers, professionals and staff members using IT in the organization.
Ensures that the IT help desk professionals answer calls of employees in person on location or off site by phone or IT-based communication tools and troubleshoot and resolve PC, software, network and other hardware-related problems and issues.
Motivates the team to adhere to IT best practices and deliver outstanding customer services and satisfaction to employees across locations.
Liaising with External Vendors
Interacts with IT vendors, external suppliers and other contractual partners to ensure procurement and IT supplies are arranged in time.
Ensures that networking and telephony systems and Internet connectivity options are fully functional.
Ability to negotiate with IT vendors for better rates and competitive service level agreements (SLA).

Other Responsibilities
The manager has to possess considerable technical skills along with a sharp learning temperament and keep himself abreast of the latest industry developments and the development of new technologies and IT practices. He should use his experience and knowledge to train, mentor and familiarize new hires and inductees with help-desk and technical support requirements.

Requirements:
Minimum of 5 years related work experience.
Possess a Degree in the field of computer science, information sciences, or related field.
Exceptional knowledge of computer hardware, including desktops, laptops, printers, scanners, blackberry etc.
Broad experience with Windows desktop and server operating systems.
Extensive application support experience with SharePoint, Exchange and AD.
Working knowledge of troubleshooting procedures and diagnostic utilities.
Most importantly, possess good communication skills at both technical as well as to business/management level and ability to manage a team of staffs.
Willing to be based in Philippines.

The successful candidate(s) will receive attractive compensation and benefits including: tax free salary, overseas allowance, yearly bonus, 4 per annum air tickets to home country, insurance and medical benefits, free lodging and meals, company shuttle from and to work, etc.

To Apply: Please submit your detailed resume in MS Word document format to it@quinnox-solutions.com

Please indicate your availability, current and expected salary package We regret that only shortlisted candidates will be notified.