Senior Service Desk Manager
NTT
Wellington, New Zealand
1d ago

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?

The Senior MS Service Desk Manager is the most senior position within the MS Service Desk job family. They take responsibility for the overall operational management of a team of service desk employees who is first point of contact for clients and vendors, accountable for taking calls, chat requests or tickets and handling resulting incidents or service requests, applying standard operating procedures.

They ensure client satisfaction by successfully managing and completing incidents and requests. This role takes guidance from the Senior MS Service Desk Manager and other stakeholder functions in fulfilling their obligations.

Radford reference :

Oversees the activities of a call center that provides outsourced operational / business processes support for contracted companies.

Ensures quality service and operational performance within the parameters of the customer’s program and delivery standards.

Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.

Responsible for employee staffing and ensuring program training, including product knowledge, proper language and accent training and support of overall customer requirements.

Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility).

Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

About NTT

We're positioned to lead the change in the biggest transformation that the IT industry has seen in decades and we need your talent, skill, and ambitious ideas.

As a Global Top Employer to over 46,000 great people in more than 58 countries, you'll be working with teams across the world.

You'll be doing great things for our clients and helping them achieve their business ambitions.

About the Role

The Service Desk is a critical part of our business being the face to our customers, as our practice is growing we are strengthing our teams to provide the best experience in the market.

As the Senior Service Desk Manager you will be reporting in to the General Manager, Client Experience .

In this you role you will be responsible for effective management of the Level 1 Service Desk teams consisting of Service Desk Team Leads and Service Desk Analysts.

You will drive customer outcomes with the core focus on the client experience through first call resolution, leadership and matured processes to achieve consistency, quality, and scalability, ultimately adding business value.

Key Roles and Responsibilities

Responsible for managing a team of service desk analysts and team leads

Contribute to the process of managing tickets or calls logged at the service desk

Ensure all tickets which are logged, are accurately categorised

Ensure ticket diagnosis is conducted as to discover the full symptoms, determine what has gone wrong and how to correct it

Ensure reported faults are investigated and diagnosed

Be expected to take ownership and resolve or further escalate escalated tickets

Check tickets are fully resolved and users and / or clients are satisfied and agree to close the related ticket

Train Service Desk Agents and cultivate the service excellence mind-set in the Service Desk team

Monitor the performance of Service Desk Agents and identify any training / coaching intervention required

Mentor and coach Service Desk Agents to improve their performance, as part of continual service improvement process

Identify gaps and short-comings in the current processes, procedures, services and provide recommendations for improvement

Monitor backlog and use escalation channels to get the right team involved to resolve tickets in timely manner

Take strategic accountability to improve the efficiency and functioning of the overall MS Service Desk

What we're looking for in you

An excellent understanding of the vast range of IT operations and IT service management

Display excellent levels of client engagement

Service orientated in nature

Demonstrate operational team management and leadership skills and able to effectively manage the resources that report to them

Excellent collaboration skills and able to interact professionally

Broad understanding of project management principles

Strategic in nature with the ability to improve efficiency and functioning of the team

A friendly approach where we can enjoy coffee and / or vino and have a good laugh

Demonstrable relevant work experience gained in service desk managed services / services delivery environment within a medium to large ICT organisation.

Track record of team management / leadership experience

ITIL 4 Foundation

Other service management certs are advantageous

The perks

  • A competitive salary package;
  • Work with a team who will always have your back, always!

    Be part of a global organisation with endless opportunities

    Lots of career development (personal and professional)

    Flexible work environment

    Work in a bright new office near all the bars and pubs for Friday drinks!

    What will make you a good fit for the role?

    Standard career level descriptor for job level :

  • Manages activities of two or more units or departments
  • Exercises supervision in terms of costs, methods and staffing
  • May have managers below them
  • Sets operational objectives and plans and delegates work to subordinates
  • Senior management reviews objectives to determine success of operation
  • Involved in developing and executing policies that affect immediate operational area
  • Works on issues that need an in-depth knowledge of organisational objectives
  • Implements strategic policies when selecting methods, techniques and evaluation criteria for obtaining results
  • Sets and adheres to budgets, schedules, work plans and performance requirements
  • Mistakes will cause critical delays in schedules and may impact overall business activities
  • Interacts with senior management / executives pertaining to functional areas and / or customers
  • Influences others to gain their acceptance without negatively impacting the relationship
  • Join our growing global team and accelerate your career with us. Apply today.

    Equal opportunity employer

    NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

    We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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