AddressIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About the Job
The Service Desk Manager (SDM) is a critical role for the Global Service Desk team for IntouchCX, and they will be responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require.
The ideal candidate will wear many hats - from managing a potentially large team of support agents, they will also monitor operations to make sure issues and service requests are addressed in a timely manner, and ensure the staff are meeting and exceeding expectations in regards to performance, defined metrics/benchmarks, and ensure that standards and processes are followed to provide effective customer service and meet requirements.
As Global Service Desk Manager, You Will…
- Manage the day to day operations of the 24/7 Global Service Desk team - working across multiple geographical locations providing phone, email, and live chat support in line with the agreed Service Level Agreements
- Serve as the service-desk liaison to major business-impacting initiatives
- Manage service delivery best practices and client expectations
- Monitor metrics to ensure continual improvement on all processes, as well as to identify problem trends to reduce future service incidents
- Oversee team schedules and resource capacity for each shift to ensure balancing to prevent burnouts
- Develop Service Level Agreements to set expectations and measure performance of the Global Service Desk team
- Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality
- Owner of key measurements and service levels for Global Service Desk services
- Responsible for ensuring all KPIs and metrics are measured and adhered
- Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly and as needed
- Deep dive into processes to identify gaps and develop strategies for improvement
- Responsible for mentoring and coaching of the Global Service Desk leads and teams with their individual career plans
- Focused on delivery and able to direct their team to deliver Service Level Agreements that enable the business to meet its objectives
- Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties, and discuss successes and challenges
- Conduct annual performance evaluations for all direct reports
- Regularly connect with leadership and management to review Global Service Desk performance and ongoing issues
- Maintain a close working relationship with internal and external stakeholders to meet Service Level Agreements
- Responsible for supervising the team, managing team conflicts and demonstrating quick decision-making capabilities to maintain a sound team health
- Review teams performance regularly and provide necessary feedback and guidance for improvements
- Full- time Technical Graduate or relevant post-secondary degree preferred
- Must have 12+ years of experience in IT service management
- 5+ years of relevant experience in Managing IT Help Desk Operations or Technical Service Desk
- Understand processes, delivery and operations management
- 7 + years of experience working in Service Desk under various roles
- Subject matter expert in ITIL V3 or V4 service management with a proven background in various technical disciplines and technologies
- ITIL Certified is an asset
- Additional technical certifications is an asset
- Must have exceptional written and oral communication skills
- Technical awareness with hands on knowledge and experience on various technologies
- Positive attitude towards solving customer problems
- Strong analytical and problem-solving skills
- Ability to prioritize tasks and accomplish them in a timely fashion
- Ability to review various processes and procedures to keep them up to date at regular intervals
- Self-motivated and able to work in a fast-paced environment with the ability to think and act independently
- Strong relationship-building skills, can network and work well with remote stakeholders
- Excellent reporting and presentation skills
- Superior attention to detail with an eye for accuracy
- Possess good logical probing, understanding and troubleshooting skills
