{"id":3361471,"url":"https://alion.io/job/jollibee-group-it-desktop-support-manager","title":"IT Desktop Support Manager","company":{"id":2409257,"name":"Jollibee Group","domain":"jollibeegroup.com","url":"https://alion.io/company/jollibeegroup","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-27T21:31:51Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-03T13:29:18Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"The IT Service Desk Manager (Desktop/Laptop Support) 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.\nService Management\nEnsures the efficient and effective daily operation of IT services.\nManages IT hardware (desktops and laptops), infrastructure, and security service delivery processes.\nOwns 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.\nServes as an escalation point for managed service vendors and takes on a broader customer service responsibility.\nEnsures proper documentation and execution of agreed plans, procedures, and policies in delivering services to internal customers.\nImplements practices to improve first-call resolution, enhance customer experience, and strengthen internal relationships.\nCollaborates with country BT/IT teams to develop, enforce, and document standards and procedures.\nConducts User Acceptance Testing (UAT) and provides end-user training.\nVendor Management\nEstablishes and coordinates the IT service delivery team (primarily composed of country-based vendors) and supports vendor evaluation.\nLeads and supervises vendor activities related to service delivery.\nFacilitates regular meetings with service delivery team members and vendors.\nSubmits periodic reports to management on team performance, customer complaints, and feedback.\nConducts regular vendor performance reviews.\nReviews SLAs and vendor KPIs during weekly governance meetings with the service delivery team.\nStakeholder Management\nSupports immediate supervisors and country or regional management in decision-making to enhance service delivery and customer satisfaction.\nCommunicates effectively with all stakeholders involved in service delivery, including team members, customers, and senior management.\nBuilds and maintains strong relationships with customers and potential stakeholders.\nPeople Management and Development\nPerformance Management\nEnsures delivery of commitments and achievement of objectives.\nPeople Development\nWorks with immediate supervisor on development plans and implementation.\nTrains local BT counterparts.\nJob Qualifications\nBachelor’s Degree in Information Technology, MIS, Engineering, Computer Science, or related field\nAt least 4 years of experience in IT desktop/laptop support\nExperienced in incident and problem management, and request fulfillment\nITIL Certification is an advantage\nMust be willing to work on a hybrid arrangement (2 days onsite and 3 days work-from-home per week) and be assigned in Ortigas, Pasig City.\nJollibee Foods Corporation is the hiring entity for this 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