Technical Operations Manager
3 weeks ago
NTT DATA is a trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success.
We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.
Job OverviewThis role ensures client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.
Key Responsibilities:- Manage a team of junior service desk agents and / or administrators.
- Ensure resource allocation, attendance, effective achievement of KPI's and planning activities.
- Contribute to the process of managing tickets or calls logged at the service desk.
- Evaluate incidents which are logged, are accurately registered and categorized.
- Determine the appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process.
- Analyze ticket diagnosis to discover the full symptoms, determine what has gone wrong and how to correct it.
- Take ownership and resolve or further escalate escalated incidents.
- Verify that incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident.
- Log relevant actions to enable tracking.
- Monitor the performance of the team and identify any training/ coaching intervention required.
- Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented.
The ideal candidate will possess:
- A good understanding of IT operations and company service offerings.
- Good levels of client engagement and service orientation.
- Operational team management skills and ability to effectively manage resources.
- Collaboration skills and ability to interact professionally.
Additionally, the following qualifications are preferred:
- Bachelor's degree in information technology or a related field.
- Relevant technical certifications.
- ITIL v4 specialist certification and knowledge.
This role requires:
- Relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment.
- Entry level team management/leadership experience.
- Demonstrable experience leading a team of service desk agents preferably within a global technology organization.
This position offers an estimated salary of approximately $60,000-$80,000 per annum, depending on location and experience.
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