Service Desk & Call Center Manager

To deliver advanced support by managing complex technical issues and providing superior customer service. To offer high-level technical assistance to users with IT-related problems, handle escalated customer inquiries across various communication channels, and lead the team to ensure efficient resolution of issues. Key competencies for this role include expert problem-solving skills, advanced communication and customer service abilities, technical expertise, multitasking, leadership, and a proactive approach to both team management and service delivery.

Responsibilities:

• Supervise and mentor service desk and call center team members, ensuring escalated technical and customer service issues between operations levels and end users are resolved efficiently.
• Lead the service desk and call center teams to meet and exceed department KPIs.
• Continuously enhance processes and procedures to align with department strategic objectives.
• Analyze and present KPIs to improve efficiency, customer satisfaction, and output quality.
• Oversee the handling of complaints and inquiries through official channels (Email, Ticketing System, Calls), ensuring high standards of service.
• Ensure compliance with company policies, standard rules, and regulations in delivering team objectives.
• Monitor and record frequent requests and critical incidents, raising them to management for knowledge development.
• Oversee a 24x7 rotating shift, ensuring adequate coverage and workload distribution. Guide the team in monitoring upcoming activities such as change and release events.
• Lead initiatives to enhance service desk and call center-related processes and procedures.
• Manage shift handovers, ensuring proper ticket assignment and workload distribution among team members.
• Provide regular feedback and training to team members to ensure continuous professional development.
• Supervise the initiation and reception of incidents/Service Requests by the team.
• Provide second-line investigation and diagnosis, ensuring team adherence to protocols.
• Resolve incidents/SRs at the first point of contact and guide the team in handling complex cases. Oversee the incident cancellation and closure processes.
• Ensure efficient Service Request Fulfillment across the team.
• Supervise the escalation of complex incidents to the next level of support, ensuring detailed investigation and diagnosis documentation.
• Direct incidents/SRs to responsible teams based on categorization rules.
• Conduct root cause analysis for recurring issues and implement corrective measures across the team.
• Identify and escalate Major Incidents to management, coordinating resolution efforts.
• Provide third-line support for critical incidents, guiding the team in resolution and recovery.
• Lead efforts in researching and troubleshooting problems to identify long-term solutions.
• Participate in Services Desk department's budgeting cycle and provide input to the budgeting process.
• Ensure effective utilization of Services Desk department's budget and report accurately on progress made and challenges encountered.
• Investigate and propose implementing initiatives that result in positive financial impact for Services Desk department and mitigate financial and operational risks.
• Oversee adherence to incident, call procedure, and service request processes across the team.
• Facilitate collaboration between L1 and L2 technical engineers to resolve complex issues.
• Ensure follow-up on requests through their lifecycle, with consistent updates to customers/requestors.
• Generate and analyze reports on team performance, highlighting areas for improvement.
• Coordinate communication with vendor support, ensuring proper use of official channels (phone, email).
• Manage daily ticket volumes, prioritizing issues with the highest impact on customers.
• Prepare and distribute newsletter reports on service desk and call center performance and key insights.

Job Qualifications and Requirements:

• 6 to 8 years of experience with at least 2 years of experience in a supervisory position.
• Strong and fluent communication skills in English (verbal and written).
• Extensive experience with IT support, call center operations, and customer service best practice.
• Bachelor's degree (Information technology, Computer Engineering, Computer Science, Information system).
• ITIL or COBIT foundation certificate. Relevant technical certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
• Certifications in call center management or customer service (e.g., Certified Call Center Manager) are a plus.