仕事内容

Key Responsibilities:

· Handle 13-member Service Desk team.

· Receive transition from the previous shift’s manager and discuss any outstanding critical items at hand-off.

· Review current major incidents, scheduled outages, and business events for the day to assess any adjustments to staffing plans.

· Review shift staffing to understand who is working, their skills, and how much capacity the service desk has for the day. The manager may need to shift workloads among resources throughout the day.

· Address SLA areas of concern. Often SLA targets will include multiple shifts. The manager will evaluate IT service requests approaching or exceeding their SLAs and may adjust staff priorities.

· Assign staff for in-flight work. Any requests in progress during a shift hand-off are assigned to a receiving agent and a transition is conducted from the agent leaving their shift.

· Review operational metrics and note areas for attention. The manager will review metrics and reports throughout each day to adjust staffing and workflows as needed to optimize service desk performance.

· Follow up on customer-satisfaction issues and user-feedback responses. The manager is responsible for client satisfaction and will typically review any negative feedback or concerns clients have raised as a part of the post-ticket satisfaction survey.

· Mentor staff. The manager is responsible for staff productivity as well as ensuring positive client perceptions. He or she will often mentor staff about customer-service skills as well as technical issues.

· Monitor tickets and calls. Managers will often monitor incoming service-desk tickets to understand broad trends and identify dependencies that individual agents can’t see when working on an individual ticket.

· Manage escalated issues. The manager is the escalation point for any incidents, service requests, or issues. During a typical shift, a manager may spend as much as half of their time managing escalations.

· Prepare hand-off summary report. At the end of each shift, the manager is responsible for preparing a summary of open issues and conducting a hand-off to their peer on the next shift.

· Focus on staffing activities. In addition to managing operational activities, the manager will typically spend 10–25% of their day on general staffing activities, such as hiring, training, budgeting, scheduling, and conducting performance reviews

応募資格

Role Requirements:

· Experience in Service Desk Team handling

· Experience in Windows Troubleshooting

· Experience in ITSM Ticketing tool

· Experience in Client governance management

· Experience in SLA Management

· Possess Ability to:

o Build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team

o Set the long-term direction of the team and obtain thorough understanding of the strategic vision for the service desk

o Balance and plan the short-term actions of the team

o Market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk

o Think critically about systems and to make adjustments consistently as needed

· Knowledge and understanding of all relevant industry standards.

· Knowledge and understanding of best practices for service management.

· Strong communication skills, including the ability to be influential and persuasive with stakeholders.

· A complete understanding of the organization’s business.

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【外資系デジタルテクノロジー企業】 SERVICE DESK OPERATION MANAGER

仕事内容

応募資格