About This Role
The Help Desk Manager leads and oversees the Help Desk and Call Center team, ensuring service standards and agreements are met. This role involves planning resources, managing incidents, and driving continuous improvement to achieve high customer satisfaction and efficient service delivery.
Responsibilities
- Manage and control the operations of the Help Desk / Call Center team to meet service standards and Service Level Agreements (SLA)
- Plan manpower, schedule work, and manage team resources in line with workload volume
- Manage incidents and escalations, coordinating with relevant departments until issues are resolved according to SLA
- Control and develop service quality to achieve maximum customer satisfaction
- Analyze data from tickets, call logs, and service reports to find root causes of problems and define preventive measures
- Prepare and present operational performance reports, such as SLA, KPI, First Call Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and service data, to management
- Coordinate with Technical Support, Software Support, Field Service, Network teams, and other relevant departments for efficient service delivery
- Create, update, and control Standard Operating Procedures (SOP), Work Instructions, and the Knowledge Base
- Develop team potential, provide guidance, evaluate performance, and create personnel development plans
- Drive continuous improvement of work processes to enhance service efficiency
- Manage major incidents and monitor until services return to normal
Requirements
- Bachelor's degree or higher in Information Technology, Computer Science, Computer Engineering, or a related field
- At least 5 years of experience in Help Desk, Service Desk, IT Support, or Call Center
- At least 2 years of experience in team management
- Knowledge of Incident Management, Problem Management, and Service Management
- Ability to analyze data, prepare reports, and present operational results to management
- Possess leadership skills, able to plan work, manage a team, and make decisions under pressure
- Good communication, coordination, and problem-solving skills
- Good command of English in speaking, reading, and writing, and able to coordinate with customers, business partners, and vendors both domestically and internationally
- Experience in EDC systems, Payment Systems, or the financial and banking business will be given special consideration
- Knowledge or certification in ITIL Foundation or Service Management standards will be given special consideration
Important Details
- Key Performance Indicators: Service delivery according to SLA; First Call Resolution (FCR) rate; Average Handling Time (AHT); Customer Satisfaction (CSAT); Ticket closure rate within the specified time; Reduction in recurring problems; Efficiency in team management and service quality development
