Technical Service Desk Manager

Job Category:
Technical Support - L 1, 2,3
Job Type:
Contract
Level of IT Experience:
1-5 Years
Area:
Nationwide
Location:
Remote
Salary Description:
Competitive Salary Offered
Posted:
31/01/2018
Recruiter:
QPTech
Job Ref:
QPTech - IT - R - 1201

QPTech have hired employees worldwide for our client and collaboration is crucial. 

The Role

As Technical Service Manager you will be responsible to:

  • Build trusted relationship with our customers, by driving continuous service improvement and handling escalations with a focus on ownership, empathy and urgency. You will have a continuous improvement focus for services, processes & procedures.
  • Manage the day to day operations of the support team – workforce planning, customer delivery, performance quality, and communications.
  • Develop, analyze and report Monthly KPIs.   Develop action plans to continue to exceed minimum KPIs.
  • You will take ownership of incidents, communications and partner engagement – including vendor engagement, and senior executive communications for complex & critical incidents.
  • Lead the problem management processes , identifying correlation between multiple incidents  issues and working with the development teams on prioritisation and resolution.  
  • Ensure the team provide excellent Customer Experience, communications, engagement & management.
  • Provide reports to senior management on status of service desk , Incident management , Severity 1 incident reports and problem management.

Requirements

  • You have demonstrable experience working with global open-source customers in complex environments using ITIL Framework.
  • You have the ability to engage & lead a complex set of priorities and partner requirements, with excellent prioritisation and relationship building skills.
  • You have excellent communications skills – written & verbal with experience in engaging with customers and stakeholders at all levels.
  • Detailed understanding of End user use of Blockchain and Crypto Currencies.
  • ITIL - Certification and implementation experience.
  • Understanding/ Experience of Japanese commercial culture is important.  Native Japanese Speaker in not critical but would be a significant advantage.

Key Competencies

  • Skills / Knowledge - Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
  • Job Complexity - Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise.
  • Supervision - Determines methods and procedures on new assignments and may coordinate activities of other personnel.
  • Excellent interpersonal and communication skills.

Contact Details:
QPTech
Tel: 061209515
Contact: Mike Treacy

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