Service Desk Senior Manager (remote)
NTT DATA Services
remote, B, RO
5 zile în urmă

Competitive salary Remote

At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition.

By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

NTT DATA Services is currently looking for a Service Desk Senior Manager (remote) for our growing team in Romania.

Role Overview

The Service Desk Senior Manager leads a team responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.

Studies and analyzes user needs and helpdesk processes and performance. Implements and enforces policies and processes to ensure maximum uptime of all users to achieve the highest service levels.

This is a key role in ensuring the business and operational goals of the Global End User and Client Delivery Services Team are achieved and exceeded.

Role Responsibilities

  • Leads and manages the people and the service delivery of high-quality services that meet and exceed our contracted commitments .
  • timelines, SLAs, quality etc.;
  • Implements the appropriate operational and governance processes to underpin effective delivery of Service Desk;
  • Works closely and effectively with internal NTT Delivery Units (in region, offshore etc.) and the NTT DATA Account teams to achieve a high level of Customer Satisfaction;
  • Takes direct responsibility for the delivery of specific projects where required;
  • Acts as a Point of Escalation for issues and risks arising;
  • Leads the the team with purpose & guides people to grow and develop.
  • Coordinates with the Managers from other regions, applying the best solutions for the account;
  • Coordinates with the site Managers and Supervisors in the delivery of mentorship sessions for the existing pool of employees;
  • Acts as a single point of contact for the account you are managing locally
  • Key Skills

  • several years of Service Desk experience or equivalent combination of education and work experience including strong people management skills and business acumen;
  • Exposure of managerial / leadership experience, organizing and planning skills to effectively manage teams and to lead cross-functional teams;
  • Ability to communicate clearly at all organizational levels;
  • Demonstrated track record of delivering high-quality services to customers;
  • Degree qualification and ITIL V3 knowledge are a plus;
  • Ability to multi-task in a dynamic environment;
  • Experienced analytical, negotiation and organizational skills;
  • Ability to take ownership of challenging tasks.
  • Curiosity & focus on developing;
  • Outside of the box & problem solving abilities.
  • Benefits

    Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

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