Service Desk Manager needed at Converge Global Concept Technologies Limited

Position Purpose

• The Service Desk Manager will be primarily responsible for overseeing the day-to-day operations of service-desk to ensure clients receive the support they require.

Essential Functions and Basic Duties
Manage all customer related engagements and ensure that issues are resolved promptly:

• Oversee and drive prompt resolution of all incidents and problems.
• Act as escalation point for all customer requests and incidents.
• Interact closely with clients to better understand their pain points and profer solutions.
• Carry out customer satisfaction survey periodically, analyse result and ensure all customer dissatisfactions are addressed.

Manage all service desk related activities to achieve business goal:

• Align Service Desk activities with industry standard or framework such as ITIL.
• Ensure Service Legal Agreements (SLAs) are consistent.
• Present periodic reports to the management on Service Desk performance.
• Manage all social media handles.

Work with various departments to ensure efficiency:

• Act as liaison person between client and other departments within the organization.
• Coordinating with IT Engineers to provide technical support to end users.
• Ensure IT support staff are performing their duties efficiently and effectively.

OEM management:

• Steer and manage all OEM engagements; meetings, events.
• Maintain OEM pipeline with current leads and share this pipeline with OEM contacts on a monthly basis.

Assumes responsibility for establishing and maintaining good business relations with customers, vendors, e.g. Cisco, Microsoft and distribution managers:

• Contact key accounts regularly, establish and maintain good relationship with customers.
• Ensures that the Company’s quality reputation is maintained.
• Assumes responsibility for related duties as required or assigned.

Qualifications
Education / Certification:

• B.Sc., B.Eng. or B.A. in relevant fields.

Experience Required:

• Maximum of three years of experience as a Service Desk Manager.

Required Knowledge:

• Good Proficiency level of Microsoft Office – Excel, Word, Outlook and PowerPoint. Knowledge of the industry
• ITIL certification.

Skills / Abilities:

• Strong interpersonal skills.
• Good organizational and problem-solving skills.
• Business relationship management capabilities.