Job Description

About IntouchCX

IntouchCX 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 Assistant Manager, Global Service Desk (GSD) is a critical role at IntouchCX and is responsible for overseeing the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require. The role is a combination of general management, service operations and special projects.

This person will wear many hats - In addition to managing a potentially large team of support agents, the Assistant Manager will also monitor operations to make sure issues and service requests are addressed in a timely manner, and will be responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks.

The ideal candidate will ensure that standards and processes are followed to provide effective customer service and meet requirements, and serve as the service-desk liaison to major business-impacting initiatives.



As Assistant Manager of Global Service Desk, You Will...

• Manage the day to day operations of a 24/7 Global Service Desk with teams working across multiple geographical locations providing phone, email, and live chat support in line with the agreed SLAs
• Provide and manage service delivery best practices for managing tickets and client expectations
• Monitor metrics to ensure continual improvement on all processes, as well as identify problem trends to reduce future service incidents
• Oversee and manage team schedules, resource capacity for each shift balancing time-offs and preventing burnouts
• Develop SLA and OLAs to set expectations and measure performance of GSD
• Serve as an escalation point for incident resolution, providing conflict resolution to drive project quality
• Owner of key measurements, KPIs, and Service Levels for SD services
• Responsible for ensuring all KPis and Metrics are measured and adhered to
• Provide data and reporting of KPIs and trends to the IT department and others in ad-hoc, weekly, monthly and as needed meetings
• Process and drive incident deep dive sessions to identify gaps and develop strategies for improvement
• Ensure that the Service Desk is resourced, with blended employee and flexible resources, to meet the day to day and project demands
• Responsible for mentoring and coaching the GSD leads and teams with their individual career plans
• Must be delivery focused and able to direct their team to deliver SLAs 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/challenges
• Conduct annual performance evaluations for all direct reports
• Maintain a close working relationship with internal and external stakeholders to meet SLAs
• Plan, coordinate, and work on ad-hoc projects for GSD as and when required


As Assistant Manager of Global Service Desk, You Have...

• Full time Technical Graduate or relevant graduates preferred
• ITIL Certified (Desired )
• Additional technical certifications would be a plus
• Overall 10+ years of experience in IT service management
• 5 + years of experience working in Service Desk under various
• Roles
• 3+ years of relevant experience in managing IT Helpdesk Operations or Technical Service Desk
• Understanding of process, delivery and operations management
• Subject matter expert in ITIL v3 or V4 service management with proven background in various technical disciplines and technologies
• Must have exceptional written and oral communication skills
• Technical awareness with hands-on knowledge and experience on various technologies that touch GSD
• Positive attitude towards solving customer problems
• The ability to accurately prioritize tasks and accomplish them in a timely fashion
• The ability to review various processes and procedures and improve them and keep them up to date at regular intervals
• Self-motivated and able to work in a fast paced environment
• The ability to think and act independently
• Strong analytical and problem solving skills.
• Strong relationship-building skills, can network and work well with remote stakeholders
• Excellent reporting and presentation skills
• Must have an eye for details and fine prints
• Must have good logical probing, understanding and troubleshooting skills