bkk_88
Junior Member
- Messages
- 70
- Joined
- Mar 14, 2011
- Messages
- 70
- Reaction score
- 0
- Points
- 6
Technical Support Manager II
General Summary
Ø Responsible for management of the team.
Ø Responsible for all aspects of team performance, driving and sustaining improvements in productivity, quality and customer satisfaction metrics.
Ø Acts as point of escalation and is responsible for ensuring satisfactory closure of escalated customer issues.
Ø Assist Service Desk Manager with recruitment, performance management and development of all team members, and delivery of business initiatives across team.
Ø Assists Service Desk Manager with Problem Management; e.g. identifying trends and potential solutions to maximise team performance.
Principal Duties and Responsibilities
Ø Manages the day-to-day operations of the team, ensuring delivery of team productivity, quality and customer service targets
Ø Manages and guides the team to ensure delivery of individual performance against target, constantly reinforcing the highest levels of ethical and customer focus standards
Ø Ensures all customer queries are resolved efficiently and effectively by the team within the guidelines and procedures for customer satisfaction and service
Ø Coaches and develops individual team members ensuring they have the skills and knowledge to succeed in current and future job roles
Ø Acts as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimizing the need for further escalation
Ø Maintains expert knowledge of service offerings along with future industry products and technologies
Ø Develops and maintains positive relationships with internal teams
Ø Owns and pro-actively drives business projects
Ø Analyses reports on complex data associated with key business performance indicators, identifies and drives improvement actions across the business
Ø Co-ordinates and manages holiday, absence and other team records
Ø Completes timely and meaningful performance reviews and development plans for direct reports
Ø Maximising the potential of helpdesk analyst to resolve issues upon initial contact and reducing the need for escalation.
Ø Ensuring that the incident response follows SLA agreements.
Qualification
Ø 8+ years experience with Degree in a business/IT or cognate discipline
6+ years experience with Masters Degree
Ø 4 years experience in a people management role
P/S : Managerial Experience of large organization is a must!
(Previous Experience of leading a large team supporting worldwide customer base)
- Multi lingual capability
- Should have handled large teams
- Preferably short notice period or join time
General Summary
Ø Responsible for management of the team.
Ø Responsible for all aspects of team performance, driving and sustaining improvements in productivity, quality and customer satisfaction metrics.
Ø Acts as point of escalation and is responsible for ensuring satisfactory closure of escalated customer issues.
Ø Assist Service Desk Manager with recruitment, performance management and development of all team members, and delivery of business initiatives across team.
Ø Assists Service Desk Manager with Problem Management; e.g. identifying trends and potential solutions to maximise team performance.
Principal Duties and Responsibilities
Ø Manages the day-to-day operations of the team, ensuring delivery of team productivity, quality and customer service targets
Ø Manages and guides the team to ensure delivery of individual performance against target, constantly reinforcing the highest levels of ethical and customer focus standards
Ø Ensures all customer queries are resolved efficiently and effectively by the team within the guidelines and procedures for customer satisfaction and service
Ø Coaches and develops individual team members ensuring they have the skills and knowledge to succeed in current and future job roles
Ø Acts as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimizing the need for further escalation
Ø Maintains expert knowledge of service offerings along with future industry products and technologies
Ø Develops and maintains positive relationships with internal teams
Ø Owns and pro-actively drives business projects
Ø Analyses reports on complex data associated with key business performance indicators, identifies and drives improvement actions across the business
Ø Co-ordinates and manages holiday, absence and other team records
Ø Completes timely and meaningful performance reviews and development plans for direct reports
Ø Maximising the potential of helpdesk analyst to resolve issues upon initial contact and reducing the need for escalation.
Ø Ensuring that the incident response follows SLA agreements.
Qualification
Ø 8+ years experience with Degree in a business/IT or cognate discipline
6+ years experience with Masters Degree
Ø 4 years experience in a people management role
P/S : Managerial Experience of large organization is a must!
(Previous Experience of leading a large team supporting worldwide customer base)
- Multi lingual capability
- Should have handled large teams
- Preferably short notice period or join time
