Job Description

Manager (Client Services) - IT/Software

About our client :
Our client is an integrated workforce management software platform offering intelligent automation for daily work orders management, Housekeeping activities, facility maintenance, scheduling & labour management, and time & attendance purpose built for the hospitality market and other dynamic scheduling environment.

They We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains they work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. They are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.

About the job : Maximise customer satisfaction through delivery of L1 and L2 support.

What will you do? :

- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team

- Manage the day-to-day operations of the team comprising of 18-20 members by overseeing a combination of planned activities, monitoring of operations, and handling escalations.

- Ensure compliance with client SLAs.

- Build and lead a cohesive and high performing team.

- Work across various teams (Partner Success, Product Management, Infrastructure etc.) to resolve issues and concerns for end-users in a timely and effective manner

- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

- Establish best practices through the entire technical support process

- Ownership of the Service Desk process and continuous improvement

- Monitor NPS and other user satisfaction metrics

We are looking for :

- B. Tech or equivalent degree in computer science.

- ITIL 4 Certified

- Total experience of 10+ years with at least 3 years leading a team serving customers globally.

- Industry experience of working in similar IT services/product companies with. B2B experience preferred.

- Strong time management and organizational skills, detail-oriented and takes initiative to tackle challenges

- Committed to working collaboratively with highly diverse teams, and many different types of people

Our Client's experience :

- The physical, mental, emotional and financial health of our people is something we always care about.

- This is a place to learn and grow. We're committed to your development - both professionally and personally. Your experience with us is something we take seriously.

Our Client offers (ofcourse, in addition to your compensation) :

- Health insurance

- Paid time off

- A flexible working environment meaning we strike the balance of what you need and what works for the business

- A hybrid approach to the future of work

- Parental leave

- Professional development assistance

- Referral program