Trinity Workforce Solutions, Inc. IT Service Desk Manager

IT Service Desk Manager

Trinity Workforce Solutions, Inc.

HK$9.6-13.8K[月薪]

现场办公 - 奎松市3 - 5 年經驗本科全職

福利待遇

法定福利
13薪, Pag-Ibig 基金, 帶薪假, 菲爾健康, SSS/GSIS
健康保險
健康維護組織
其他
企業社交活動, 辦公室聚會
額外福利
公司設備
休假和請假
產假和陪產假, 病假, 單親假, 休假

簡介

Manages all activities in the Delivery center
Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity
Ensures process changes are implemented
Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs & KPI’s.
Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
Reviews escalations and implements corrective and preventive actions on DC level
Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
Supervises performance of the team and is responsible for their qualification
Attends the monthly quality meeting, Service Now Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)
Prepare presentation for Weekly regional review and lead customer interaction for weekly presentation
Perform DSAT analysis and take corrective actions to bridge gaps
Drive productivity and performance of team members
Conduct one on one meetings with team members
Bring up and drive service improvements end to end
Prepare monthly performance score card for team members
Conduct team engagement and Rewards & Recognition of team members
Complete quarterly and annual reviews for team members
Publish daily reports for team members
Perform historically analysis on volume, derive capacity planning, prepare schedule of team (Roster), leave management
Drive usage of automation tools with team members

職位要求

Delivery center management
Stakeholder management
Experience supporting global service desk manager
Process changes implementation
Implementation of performance reporting for all the SLAs and KPIs
Conducting aging ticket reviews and audits
Review of escalations and implements corrective and preventive actions
Implements SIP (Service improvement plans) and Continuous Improvement Plan (CIP)
Performing DSAT analysis
Please indicate ticketing tools you have used and years of experience
ITIL Certification