job description
Are you a seasoned IT operations leader with a passion for driving excellence in service desk management? Vcustomer Philippines, Inc. is seeking an Associate Delivery Lead (Service Desk Account) to oversee and optimize large-scale IT service desk and support operations in Bali. This is a unique opportunity to lead a dynamic team, enhance service delivery, and ensure seamless IT support for our global clients.
In this role, you will be responsible for managing service desk operations, improving customer satisfaction, and implementing best practices to streamline IT support processes. You will collaborate with cross-functional teams to ensure service level agreements (SLAs) are met and exceeded, while fostering a culture of continuous improvement and innovation.
If you are a strategic thinker with a proven track record in IT service management, we invite you to join our team and make a significant impact in a fast-paced, customer-centric environment.
Responsibility
- Lead and manage a team of service desk professionals to ensure high-quality IT support and customer satisfaction.
- Oversee the day-to-day operations of the service desk, including incident management, problem resolution, and service request fulfillment.
- Develop and implement strategies to improve service desk performance, efficiency, and customer experience.
- Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and drive continuous improvement.
- Collaborate with IT and business stakeholders to align service desk operations with organizational goals and customer needs.
- Identify and implement process improvements, automation, and best practices to enhance service delivery.
- Provide leadership, mentorship, and training to service desk team members to foster professional growth and development.
- Ensure adherence to ITIL frameworks and industry standards for IT service management.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in IT service desk management, with at least 2 years in a leadership role.
- Proven experience in managing large-scale IT support operations and teams.
- Strong knowledge of ITIL frameworks and best practices for IT service management.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data, identify trends, and make data-driven decisions to improve service desk performance.
- Experience with service desk tools and technologies, such as ticketing systems, remote support tools, and IT service management platforms.
- Certifications in ITIL, IT Service Management, or related fields are a plus.