09/06/2026 updated
60 % partially available
IT Service Desk & Infrastructure Manager | ITSM, Workflow Automation & Operations Strategy
BRGY, Sto Domingo, Cainta, Philippines
Only remote
Associate Degree, Micro System Computer Technician (MST)About me
IT Operations & ITSM Consultant specializing in workflow automation, service desk optimization, and enterprise tooling migrations (Ivanti, ServiceNow, M365). I help organizations streamline ITIL processes, automate repetitive tasks, and scale technical support delivery. Available for contract work.
Data AnalysisInformation Technology Infrastructure Libraries (ITIL)IT Service ManagementService DeliveryTeam Management
IT Service Management
Expertise in managing IT service desk operations, implementing ITIL practices, and ensuring service delivery meets SLAs while continuously improving processes.
Technical Support & Troubleshooting
Advanced troubleshooting capabilities for hardware, software, operating systems, and network infrastructure including routers, switches, and mail clients.
Team Leadership
Strong leadership skills in managing technical teams, conducting performance evaluations, providing coaching, and fostering collaborative work environments.
Microsoft Office 365 Administration
Subject Matter Expert for Exchange and Office 365 support, including mailbox management, permissions, and application deployment.
Data Analysis & Reporting
Proficiency in generating comprehensive reports, performing trend analysis, conducting root cause analysis, and leveraging data insights for service improvements.
Project Management
Experience in planning, executing, and coordinating technical projects with effective team coordination and stakeholder communication.
AI Technology Integration
Proficient in utilizing generative AI technologies such as Copilot, ChatGPT, and other AI tools to enhance IT service delivery.
Expertise in managing IT service desk operations, implementing ITIL practices, and ensuring service delivery meets SLAs while continuously improving processes.
Technical Support & Troubleshooting
Advanced troubleshooting capabilities for hardware, software, operating systems, and network infrastructure including routers, switches, and mail clients.
Team Leadership
Strong leadership skills in managing technical teams, conducting performance evaluations, providing coaching, and fostering collaborative work environments.
Microsoft Office 365 Administration
Subject Matter Expert for Exchange and Office 365 support, including mailbox management, permissions, and application deployment.
Data Analysis & Reporting
Proficiency in generating comprehensive reports, performing trend analysis, conducting root cause analysis, and leveraging data insights for service improvements.
Project Management
Experience in planning, executing, and coordinating technical projects with effective team coordination and stakeholder communication.
AI Technology Integration
Proficient in utilizing generative AI technologies such as Copilot, ChatGPT, and other AI tools to enhance IT service delivery.
Experience
Professional experience10+ years
Freelancer since2025
Languages
EnglishFluent
Project history
Operational Leadership & Team Governance
Lead a team of ~30 Service Desk Analysts, Team Leads, and Shift Leads (Day, Swing, Mid-shifts).
Direct capacity planning and 24/7 global support coverage models.
Oversee team performance, KPI/SLA alignment, coaching, and career development.
ITSM & Process Governance
Drive core ITSM processes using the ITIL v5 framework (Incident, Problem, Request, and KCS Knowledge Management).
Track operational metrics including First Contact Resolution (FCR), MTTR, CSAT, and SLA compliance.
Serve as the senior escalation point for major incidents (P1/P2) and critical operations.
Systems & Automation Management
Oversee system health and configurations for ServiceNow, Ivanti Neurons for ITSM, and M365 ecosystems.
Manage contact center and telephony infrastructure (e.g., 8x8) to maintain call routing efficiency and agent metrics.
Implement workflow automations (n8n, API integrations, administrative scripting) to reduce manual ticket volume.
Strategy & Stakeholder Coordination
Collaborate on technical RFPs, vendor evaluation scorecards, and platform migrations.
Partner with Infrastructure, Security, and Business Operations leadership on key technical initiatives.
Ensure Standard Operating Procedures (SOPs), runbooks, and escalation paths remain compliant with organizational standards.
Oversee IT operations and service desk functions, manage and support service desk team, ensure timely resolution of IT incidents, monitor service quality per SLAs, act as SME for Exchange and Office 365 support, and collaborate with external vendors.
Provided real-time technical assistance, managed help desk operations, facilitated training sessions for Exchange and Office 365, conducted root cause analysis, and acted as team lead POC when needed.