Leader of Customer Experience

3 days ago

Singapore beBeeDirector Full time
Service Desk Leadership Role
We are seeking a highly skilled and experienced Service Desk Director to lead our service desk team. As a Service Desk Director, you will be responsible for managing the activities and responsibilities of the service desk team, providing high-level technical assistance to the team, and ensuring service and support are provided to customers at agreed levels.

Key Responsibilities:
- Manage service desk team members and their overall daily activities.
- Manage the dispatch process of service requests to ensure full utilization of resources.
- Improve usage of Support resources and increase the productivity of the team.
- Communicate with all parties in a constructive manner to guarantee customer expectations are met.
- Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary.
- Perform customer follow-up to verify final resolution and determine satisfaction level.
- Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
- Provide accurate reports and metrics to company management on the status of delivery Service Level Agreements across all clients.

Requirements:
- 15+ years of experience of IT/MSP experience, with ticketing system Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Sonic Wall CSSA, Connect Wise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
- Knowledge and experience in cross-functional management methods and techniques.
- Strong organizational, presentation, and customer service skills.
- Skills in strategic planning with an ability to think ahead and make long-term plans.
- Strong leadership skills and getting results with a strong customer orientation.
- Understanding of support tools, techniques, and how technology is used to provide services.

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