Job Details – Service Desk Supervisor – Managed Service Desk
Responsibilities- Assist in monitoring a team of Service Desk Specialist to ensure services are delivered to meet customer business and contractual needs
- Supervise, maintain and improve the quality of Service Desk Specialists, ensure the standards and delivery of services as defined with agreed service levels and/ or contracts
- Ensure the service delivery to meet customer project needs by managing the staff resources/ rosters, giving guidance to ensure procedural compliance and occasionally demonstrate the service/ operation delivery in person by leading by examples
- Provide leadership, management and interpersonal communication necessary to inspire, lead and direct the team to deliver the End-User Services
- Drive effective delivery of day-to day support to the end users as per contractual agreement
- Provide accurate Root Cause Analysis, Action Plans and timely follow through in support of client’s problem management process
- Being mentor and share very strong customer service mindset with focus on achieving operational efficiency for end user IT service delivery
- Build relationships with team members that fosters collaboration and partnerships to drive better strategies, processes and final product to the customer
- Bachelor’s degree or Higher Diploma in Information Technology or relevant fields
- Solid knowledge (preferably L1, L1.5+ Level will be in high advantage, with >5 years’ experience) in IT operation in fast paced dynamic and demanding enterprise environments (Managed Services support or Contact Centre preferred)
- Minimum 2-3 years managing a team of 10 staff
- Ability to handle multiple assignments in a fast-paced environment
- Strong customer service and detailed mind, assertive and result-oriented; able to follow through tasks until completion independently
- Demonstrated high degree of maturity & sense of responsibility
- Good interpersonal and communication skills with good command of English, Mandarin & Cantonese
- Proficiency in MS Office applications; with ITIL and Microsoft related certifications is definitely considerable in priority