Service Desk Manager

2022-09-27 菲律宾154
行业Computer / Information Technology职位IT-Hardware
招聘部门招聘人数若干
工作地区All Cities工作性质Full Time
性别要求Male婚姻要求No marital status restrictions
学历要求Open to all levels工作经验不限
年龄要求18岁以上待遇水平面议
更新日期2022-09-27有效期至Valid for a long time
职位申请

职位描述

Service Desk Operations Manager

(Job Description – Skill, Responsibility and Strategic Responsibility)

The skills required to be an effective Service Desk Support Manager include:

·      People-management and team building

·      Strategic planning capability (direction-setting)

·      Tactical planning capability (short term activities)

·      Excellent communication and influencing

·      An understanding of how IT and IT service management works

·      A good understanding of the customer’s business and Service Levels

·      The ability to question what is done and why in order to drive continual service improvement programs

·      Coaching and Motivation

·      The ability to lead by example

The Service Desk Support Manager’s routine responsibilities include:

·      Achieve service delivery targets for customer service and support performance

·      Staff welfare, development and training

·      Staff scheduling, Availability and Time management

·      Regularly documented feedback to staff on performance

·      Service reporting and operational performance reviews

·      Ensure that processes and procedures used by the service desk are documented, regularly audited and continually improved

·      Liaise with the organization’s senior management for timely escalations and control

·      Stakeholder management e.g. the team, other teams and customers

·      Be aware of the financial management and the costs associated with running a service desk

The Service Desk Support Manager’s strategic responsibilities include to:

·      Define and implement service desk strategy that supports the organization’s business strategy

·      Understand the desired/expected role of the IT service desk in supporting the organization’s strategic plans

·      Recognize the IT service desk activities required to support the organization’s strategic plans

·      Communicate the relationship between the IT service desk and the strategic plans of the organization

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公司介绍

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HCL Technologies helps global enterprises reimagine their businesses for the digital age. Through innovative technology solutions built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others, we solve complex business problems for our clients. We are a ‘next-generation’ technology firm, driven by a unique Mode 1-2-3 strategy that not only acts as our roadmap for the future, but also a powerful model for any enterprise looking to thrive in this age of disruption. We believe that real value lies in the relationship created between customer and provider, which is built on three deeply rooted value systems: · We put Employees First, empowering them to believe in everyday ideas that create immense value for our customers, making HCL Technologies the world's largest Ideapreneurship™. · Our fixation on Value Centricity is dedicated to delivering more value for our clients, putting their interests ahead of ours and delivering value that goes beyond the contract. · Our belief in Trust, Transparency and Flexibility drives us to step into our customers' business reality, guaranteeing outcomes with great enthusiasm. While we pride our eye to detail in constructing robust contracts with clients, we realize that only aRelationship Beyond the Contract can capture what will change tomorrow. Quick Facts: Revenue: US$ 7.6 Bn, for 12 Months Ended 31st Dec 2017 Geographies: Operating in 32 countries across the Americas, Europe, Asia Pacific, Middle East and Africa Employees: 119,000  Diversity and Inclusion: o  141 nationalities o  Percentage of senior hires/local hires outside India: 79% in the Americas, 86% in Europe, 83% in APAC/MEA o  24% women in the global workforce o  Affinity Networks by gender, ability, nationality, and more o  Working Across Borders through multi-cultural orientation o  Work Life Continuity by supporting employee well-being through inclusive policies, support systems and employee assistance programs o  Positive Work Environment through awareness forums and channels o  Advocacy through diversity champions promoting diverse talent