Manager - Operations

Desired candidate profile

Preferred Professional IT Certifications, such as: ITIL, PMP, etc.Knowledge and experience in cross-functional management methods
and techniquesKnowledge of IT applications, processes, software, and equipmentStrong organizational, presentation, and customer service skillsSkill in strategic planning with an ability to think ahead and
plan over a 6-12 month time spanSkill in planning and preparing written communicationsSkill in leading people and getting results with a strong customer
orientationInterpersonal skills: such as telephony skills, communication
skills, active listening and customer-careAbility to multi-task and adapt to changes quicklyAbility to work in a team and communicate effectivelyService awareness of all organization’s key IT services for which
support is being providedUnderstanding of support tools, techniques, and how technology is
used to provide IT servicesTyping skills to ensure quick and accurate entry of service
request detailsSelf-motivated with the ability to work in a fast moving
environmentPrior experience of managing Global service desk / technical help
desk.Should be ready for 24*7 shifts

Job description

Manage the Service Desk team’s daily activitiesFunction as the customer’s single point-of-contact for problem
identification and resolution for issues that have been escalated by the teamManage the dispatch process of service requests to ensure full
utilization of technical resourcesImprove usage of IT Support resources and increase productivity of
the teamCommunicate with all parties in a constructive manner to guarantee
customer expectations are metMaintain awareness of all outstanding customer pre- and
post-delivery issues and provide status to clients as necessaryPerform customer follow-up to verify final resolution and
determine satisfaction levelInterface with appropriate technical personnel for customer
problems that cannot be resolved effectivelyProvide accurate reports and metrics to company management on the
status and budget of on-going projects and agreementsUnderstand overall service desk objectives, as well as the role
and function of each team memberManage the development of the team by ensuring that daily tasks
and activities are in line with their career interestsAssist the service desk team in design and development tasksContribute to the continuity of computer services by providing the
necessary technical leadershipDrive problem investigations and resolution as requiredEnsuring that risks are identified, communicated, and mitigated
and that services and projects are delivered successfully through to productionDesign and maintain process documentation for the service desk