Service Desk Manager (AU Retail, Office-based)

Schedule

Monday to Friday (5:00 AM – 2:00 PM PHT)

What are we looking for?

The Service Desk Manager will possess a strong background in customer experience, ITIL, and an understanding of service management methodologies. In this crucial role, you will be instrumental in ensuring exceptional customer service, efficient incident resolution, and robust stakeholder management. Experience running or working in an offshore support function within a large, complex, 24/7 enterprise environment is paramount, as is the ability to drive continuous improvement and enhance customer experience.

Skills Required

• 10+ years overall experience working in Complex IT Operations and operational management.
• Demonstrated 5+ years leading an IT service desk team or equivalent role.
• Proven experience in developing, maintaining, and promoting a comprehensive knowledge management system.
• Experience in using ITSM tools like the...