Senior Manager - Global Service Desk
CWT
Makati City, PH
1d ago

Senior Manager - Global Service Desk-(210000PH)

This is a great opportunity to join CWT and help build a customer-centric support organization that provides global IT support for our employees.

You will oversee the Global Service Desk for CWT that provides first level support via phone, email, and chat. You will need to ensure that employees are receiving best customer service by ensuring the optimum operation of the Service Desk and the agents, including scheduling, performance management, monitoring and reporting of KPIs as defined.

This position will not only guide GSD L1 and L2 Analysts in their daily responsibilities but is also able to work on approved initiatives, process improvements and ad-hoc requests needed by the global leaders.

Skills And Experience

  • Bachelor’s degree in IT or related field
  • Must have a minimum of 5 years of experience managing a helpdesk in a global environment
  • Exceptional customer service orientation
  • Solid relationship management and performance management skills
  • Ability to motivate, coach and direct staff members and peers.
  • Exceptional English written and oral communication skills
  • Exceptional interpersonal skills.
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience working in a team-oriented, collaborative environment
  • Knowledge / Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library), and / or AGILE Methodologies will be and added advantage.
  • Qualifications

  • Directly supervises IT staff. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work;
  • administering salary; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

  • Promotes process improvement steps within team (tracks, sets measures, analyzes, and outlines implementation plans).
  • Plans day-to day operations of the team, daily staffing, attendance and schedule adherence to ensure uninterrupted operations
  • Provides extensive coaching and development to direct reports who are responsible for the delivery of defined customer experience in every call / task assigned
  • Analyze performance of Service Desk activities, identify problem areas, and deliver solutions to enhance quality of service and to prevent future problems.
  • Demonstrates ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
  • Drives self-motivation and ability to work under own initiative
  • Provides guidance, knowledge and understanding of best practice frameworks (such as ITIL V4) for the delivery of IT services to the team
  • Works accurately and confidently with service desk tools and technology, such as ServiceNow, remote access, and knowledge resources
  • Develops professional and effective working relationships with customers and key stakeholders
  • Delivers a high level of customer service
  • Available for afterhours task and on-call work as required
  • Takes steps proactively to maintain data security
  • Monitor agent communications (phone, chat, web tickets) to ensure the highest standards of quality and customer service are being adhered to.
  • Monitor and assure that all Service Support KPIs and metric targets are met
  • Assist in the production of weekly, monthly and ad hoc reports of Service Desk Performance Metrics and project progress.
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