ROLE & RESPONSIBILITY

• Team Leadership and Management: Lead and develop the customer service team, set and monitor performance goals, foster a collaborative work environment.
• Incident and Change Management: Resolve IT incidents and manage changes efficiently.
• Service Level Management: Define and uphold SLAs ensuring service quality meets expectations.
• Endpoint Solutions and Support: Manage endpoint solutions and provide user support.
• Conference and Broadcast Room: Oversee room scheduling and tech maintenance.
• Customer Service Excellence: Continuously improve service experience and gather stakeholder feedback for enhancements.
• Incident Escalation: Handle high-priority incidents until resolution.
• Budget and Resource Management: Manage budgets and optimize resource allocation.

EXPERIENCE

• Demonstrated experience in a managerial capacity within the digital or IT service industry.
• Strong technical knowledge in IT incident and problem management, change management, endpoint solutions, and conference room technology.
• Exceptional leadership, communication, and interpersonal skills.
• Strong logical thinking and troubleshooting skills.
• Ability to work under pressure, prioritize tasks, and make sound decisions.
• Experience with service level management and customer satisfaction initiatives.
• Familiarity with ITIL or similar service management frameworks is advantageous.

EDUCATION

• Bachelor's degree in a relevant field; a master's degree is a plus.

OTHER REQUIREMENTS