Assistant Manager, Global Service Desk
- IntouchCX
- 10 - 15 years
- Hyderabad
- 5 months ago
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Job Description
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.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: After Sales Service & RepairRole: Service ManagerEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: service management presentation skills itsm itil v3 troubleshooting service operations customer service problem management helpdesk itil certified service desk ticketing incident management amadeus it helpdesk reservation domestic ticketing itil
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