Assistant Manager, Global Service Desk

About the Job

The Assistant Manager, Global Service Desk (GSD) is a critical role at IntouchCX and is responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is a combination of general management, service operations and special projects.

This person will wear many hats - In addition to managing a potentially large team of support agents, the Assistant Manager will also monitor operations to make sure issues and service requests are addressed in a timely manner, and will be responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks.

The ideal candidate will ensure that standards and processes are followed to provide effective customer service and meet requirements, and serve as the service-desk liaison to major business-impacting initiatives.

As Assistant Manager of Global Service Desk, You Will

• Manage the day to day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations providing phone, email, and live chat support in line with the agreed SLAs
• Provide and manage service delivery best practices for managing tickets and client expectations
• Monitor metrics to ensure continual improvement on all processes, as well as identify problem trends to reduce future service incidents
• Oversee and manage team schedules, resource capacity for each shift balancing time-offs and preventing burnouts
• Develop SLA and OLAs to set expectations and measure performance of GSD
• Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality
• Owner of key measurements, KPIs, and Service Levels for SD services
• Responsible for ensuring all KPis and Metrics are measured and adhered to
• Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly and as needed meetings
• Process and drive incident deep dive sessions to identify gaps and develop strategies for improvement
• Ensure that the Service Desk is resourced, with blended employee and flexible resources, to meet the day to day and project demands
• Responsible for mentoring and coaching the GSD leads and teams with their individual career plans
• Must be delivery focused and able to direct their team to deliver SLAs that enable the business to meet its objectives
• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and discuss successes/challenges
• Conduct annual performance evaluations for all direct reports
• Maintain a close working relationship with internal and external stakeholders to meet SLAs
• Plan, coordinate, and work on ad-hoc projects for GSD as and when required

As Assistant Manager of Global Service Desk, You Have

• Full time Technical Graduate or relevant graduates preferred
• ITIL Certified (Desired)
• Additional technical certifications would be a plus
• Overall 10+ years of experience in IT service management
• 5 + years of experience working in Service Desk under various
• Roles
• 3+ years of relevant experience in managing IT Helpdesk Operations or Technical Service Desk
• Understanding of process, delivery and operations management
• Subject matter expert in ITIL v3 or V4 service management with proven background in various technical disciplines and technologies
• Must have exceptional written and oral communication skills
• Technical awareness with hands-on knowledge and experience on various technologies that touch GSD
• Positive attitude towards solving customer problems
• The ability to accurately prioritize tasks and accomplish them in a timely fashion
• The ability to review various processes and procedures and improve them and keep them up to date at regular intervals
• Self-motivated and able to work in a fast paced environment
• The ability to think and act independently
• Strong analytical and problem solving skills.
• Strong relationship-building skills, can network and work well with remote stakeholders
• Excellent reporting and presentation skills
• Must have an eye for details and fine prints
• Must have good logical probing, understanding and troubleshooting skills.