job description
Are you a dynamic leader with a passion for IT service excellence? Vcustomer Philippines, Inc. is seeking an Associate Operations Manager - IT Service Desk Account to join our team in beautiful Bali. In this role, you will lead high-performing IT Service Desk teams, drive operational excellence, and deliver exceptional support experiences in a fast-paced environment.
As the Associate Operations Manager, you will be responsible for overseeing the daily operations of our IT Service Desk, ensuring that our clients receive top-notch support and that our team members are empowered to succeed. You will work closely with cross-functional teams to streamline processes, improve efficiency, and maintain high levels of customer satisfaction.
This is an exciting opportunity to make a significant impact in a growing company while enjoying the vibrant culture and stunning landscapes of Bali. If you are a results-driven professional with a strong background in IT service management, we want to hear from you!
Responsibility
- Lead and manage a team of IT Service Desk professionals, providing guidance, mentorship, and performance feedback.
- Oversee the daily operations of the IT Service Desk, ensuring timely and effective resolution of customer issues.
- Develop and implement strategies to improve operational efficiency, customer satisfaction, and team performance.
- Collaborate with cross-functional teams to identify and address service delivery gaps and opportunities for improvement.
- Monitor and analyze key performance indicators (KPIs) to track team performance and identify areas for enhancement.
- Ensure compliance with company policies, procedures, and industry best practices.
- Foster a positive and inclusive work environment that promotes teamwork, innovation, and continuous learning.
- Act as a point of escalation for complex customer issues, providing expert guidance and resolution.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Proven experience in IT service management, with a focus on IT Service Desk operations.
- Strong leadership and team management skills, with a track record of building and leading high-performing teams.
- Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.
- In-depth knowledge of IT service management frameworks (e.g., ITIL) and best practices.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.
- Certification in IT service management (e.g., ITIL) is a plus.