Help Desk Manager

Perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first-class support activities;
To manage and assist the Service Operations Level1 team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures;
Provide Service Operations support to customers in accordance with the terms of the customer contract and SLAs.Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups;
Ensure shortest possible restoral times possible, initiating the timely escalations to specialized Resolver groups inside and outside SITA, according to the customer contracts and SLAs and monitoring requirements;
Adhere to installation guidelines and industry best practices to deliver quality Service Operations;
Reporting and escalating all observed problems to proper SITA operational escalation points;
Report on the monthly performance of the team and provide feedback to the relevant management teams;
To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support, and direct management;
Manage the first line responsibility and budgets for the different teams under Service Operations, including Quality of service provided and Escalations;
Perform Change Management, Configurations, Design, and Implementation of the supported Product & Systems
Supervise staff and ensure adequate training and development is provided to them and carry out annual reviews and input into performance appraisal process;
Conducts the analysis, definition, documentation and testing of application & systems enhancements
Identify knowledge and documentation gaps, and ensure there is a process to get up-to-date information through a knowledge repository;
When/where required, be contactable for escalations and support, on and on-call standby basis;
When/where required, perform assigned tasks on 24 x 7 shifts basis;

Diploma / Certificate in Computer Science, Electronic Engineering, or equivalent Telecommunications in country qualification;
Minimum 5 years’ experience as a Team Leader (or) Coordinator Service Desk;
Applicable vendor / technology intermediate level certification or equivalent work experience;
Industry certifications such as MCSA, MCTS, CCNA, Linus/Oracle entry level, AIX Specialist
ITIL Foundation Certificate;
Previous customer service experience in help desk/Call center support for Applications, Desktop and network services and products;
Experience in negotiating and managing 3rd Party Suppliers;
Fluency in Portuguese;
Advanced English communication skills, both written and verbal, including advanced business writing skills (will be tested);

Empresa líder em TIC / Telecomunicações