Asia Service Desk and Deskside Operations Manager

4 weeks ago


Singapur, Singapore Applied Materials Full time
Job Summary

As the Asia Service Desk and Deskside Operations Manager at Applied Materials, you will be responsible for managing the service desk and deskside support operations in Asia, including centralized service desk centers and distributed on-site deskside operations. You will oversee the management of the service and cost structure and lifecycle of Asia service desk and deskside operations, ensuring compliance with operational policies and procedures.

Key Responsibilities
  • Manage the Asia service desk and deskside support operations, including centralized service desk centers and distributed on-site deskside operations.
  • Oversee the management of the service and cost structure and lifecycle of Asia service desk and deskside operations.
  • Negotiate Service Level Agreements (SLAs) and Statements of Work (SOWs) to deliver cost-effective solutions.
  • Ensure that Asia service desk and deskside operations meet customer needs and initiate training, documentation, and marketing to improve the full value of the service.
  • Work with managers and senior department staff to coordinate scheduling and prioritization of related projects and participate in the assignment of projects to staff or outside resources.
  • Review root cause analysis of outages or incident trends and approve preventative actions.
  • Plan and manage complex changes and manage resolution of complex problems and outages.
Requirements
  • Bachelor's Degree.
  • 7-10 years of experience in service desk and deskside operations management.
  • Strong leadership and problem-solving skills.
  • Ability to communicate complex ideas and persuade others to adopt a different point of view.


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