Help Desk Manager

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

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.

OTHER DUTIES AND RESPONSIBILITIES

Cover all duties for Technical service manager during absence;
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;
Participate and Support in Implementing the ERP Software inside the organization;
Participate and Support in implementing successfully and apply the ISO Process and procedures.

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;
Experience in negotiating and managing 3rd Party Suppliers;
Previous customer service experience in help desk/Call center support for Applications, Desktop and network services and products;
Industry certifications such as MCSA, MCTS, CCNA, Linus/Oracle entry level, AIX Specialist;
ITIL Foundation Certificate;
Fluency in Portuguese;
Advanced English communication skills, both written and verbal, including advanced business writing skills (will be tested).

Knowledge, Skills and Abilities
Network protocols and services, System and Applications;
Ability to support, troubleshoot, analyze and investigate on proprietary systems;
Installation and configuration of end user applications and software;
Knowledge of ITIL and Service Management practices and procedures;
Ability to analyze, draw conclusions, and create solutions to customer's moderately complex problems;
High level of customer service orientation required;
Ability to build relationships with peer and management levels both with clients and the company management;
Ability to work under pressure and to deal with multiple tasks;
Ability to coach new joiners and to facilitate their integration into the team;
Ability to organize the activity of a team and to take ownership of issues until resolution.

Empresa líder em TIC / Telecomunicações