IT Helpdesk Supervisor

A. Job Purpose:

Lead a team of Customer Services Team Leaders and Customer Services Representatives.

B. Accountabilities:

• Manage, develop and lead a Customer Service team focused on delivering best in class customer service focused on first time resolution and customer retention.
• Responsible and accountable for the successful delivery of the agreed targets, budgets and goals.
• Create a Customer Service function that continually aspires to achieve excellence in all areas.
• Provide motivational and inspirational leadership to diverse teams with varied skills and abilities, responsible for all aspects of customer service.
• Responsible for drive performance to exceed agreed customer services levels and continually push the barriers to deliver improvements in customer service and reduction in operating expenses.

C. Qualifications:

• Have necessary skills to configure and manage BMC Service or equivalent Desk application.
• Experience in diagnosing and solving computer related problems (Hardware & Software)
• Experience in supervising and managing the Helpdesk staff.
• ITIL implementing and operating experience is a must.
• ISO20000 Implementing is preferable.

C. Experience:

• +5/- Years experience of IT Helpdesk domain related to IT / Telecom / Banking Sector.
• Experience in Supervising Helpdesk Applications and Team.

D. Education:

• Bachelor Degree in the fields of Computer Science or Engineering , Information technology or any other relevant disciplines.
• Certifications: MCSE/ ITILv4 / ISO 20000 Implementer.