Help Desk Service Delivery Manager
ConnectOS, Philippines
Job Description
Why Join Us?
Are you looking for a role that provides opportunities to develop and grow? Take the next step in your career journey with us! We’ll provide you with a professional support structure and benefits to ensure you can thrive.
We offer Premium HMO, awesome technology, and above-market remuneration. Our high performers are frequently invited to visit their colleagues internationally for professional development.
We’re always searching for great talent to join our team. If you’d like be part of a fast-growing industry leader with an exceptional company culture, we’d love to hear from you.
Job Summary:
A Helpdesk Manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization.
The Helpdesk Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Helpdesk Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.
Scope of Role:
- Manage the remote service team’s daily activities.
- Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
- Improve usage of IT Support resources and increase productivity of the team.
- Communicate with all parties in a constructive manner to guarantee customer expectations are met.
- Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
- Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
- Understand overall service desk objectives, as well as the role and function of each team member.
- Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
- Assist the remote service team in design and development tasks.
- Mentor remote service team during technical escalations.
- Drive problem investigations and resolution as required.
- Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.
- Design and maintain process documentation for the remote service team.
- Manage the process of implementing change efficiently and effectively.
- Manager reporting to customers monthly on their core services provided by us.
Additional Duties amp; Responsibilities:
- Identify areas for improvement and make constructive suggestions for change.
- Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
- Escalate remote service desk issues to the CTO as required.
- Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.
- Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs.
- Involvement in the design and building of new services.
- Conduct performance evaluations and mentor those with less experience.
- Develop training programs to develop and refine the skills of the remote service desk team.
- Facilitate regular remote service team meetings and service team reviews.
- Document internal processes and procedures related to duties and responsibilities.
- Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.
Service Management
- Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Developing a deep understanding of projects to gain insights into the scope of service delivery.
- Taking accountability for Helpdesk