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CSG delivers innovative customer engagement solutions that help you acquire, monetize, engage and retain customers.
Senior Manager, Internal Service Desk
Location
India
Posted
108 days ago
Salary
0
Seniority
Senior
Job Description
Senior Manager, Internal Service Desk
CSG
• The APAC Senior Manager is responsible for managing the operations of the Internal Service Desk and providing leadership to a team of talented individuals. • The Sr. Manager is responsible for advancing business processes and fostering growth and development in their employees as well as managing cross-functional projects and teams. • Partner with other internal CSG teams to ensure the accuracy and timeliness of projects, issue resolution and escalation responsiveness. • Work closely with all CSG teams to drive and challenge the organization to provide world-class customer service. • Serve as an advocate for the ISD-owned processes to ensure awareness, understanding and cooperation across the company is achieved • Coaching of direct and indirect reports with career objectives and departmental initiatives. • Create opportunities for staff and lead by example. • Evaluate staff performance and define measures that foster growth and development. • Empower team members to evaluate and improve processes within CSG Customer Service Orientation • Accountable to CSG’s clients for overall satisfaction with regard to incident management. • Establish relationships built on trust, reliability, responsiveness and respect, understanding the needs of the clients and exceeding their expectations. • Identify and work to prevent critical situations that impact the customer and CSG. • Ensure that proper notification and escalations are being performed when these situations can not be prevented. • Client-centric liaison providing; focus on new clients and new product support. • Identify and implement key projects to advance the business through collaboration with stakeholders. • Invest in self-development opportunities to learn skills required to sponsor continuous improvement initiatives. • Participate in outside organizations to broaden professional network as a means to improve the department/company. • Thinks strategically, considering long-term support needs and solutions. • In collaboration and decision-making, consider the "big picture" related to the product he/she is supporting. • Seeks to build internal and external partnerships to better accomplish goals. • Manage day-to-day operational activities of the 24/7 service desk • Provide escalation support • Resource planning and work within the budget. • Develop and execute project plans for internal department efforts. • Provide guidance to the ongoing improvement of the efficiency and effectiveness of departmental work processes • Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s core competencies and values.
Job Requirements
- Bachelor’s degree in information technology, Computer Science, Engineering (Electrical, Software, or Telecommunications) or a related field.
- 9+ years of previous leadership experience is required, preferably in a service desk environment
- Proven history of improving operations
- Work experience in ITSM tools like - Helix, ServiceNow
- Experience in Microsoft Applications & O365 Suite
- Understanding of Active Directory/Azure
- Understanding of Service Desk KPI to drive performance
- Basic Knowledge and Understanding of Windows and MAC OSs
- MIS Reporting and Data Analysis
- ITIL Foundation Certifications
- Ability to prepare and present concise presentations, leveraging appropriate balance of text graphics and data to convey meaningful messages
- Ability to formulate concise and clear discussions with subordinates peers and superiors including senior leadership
- Ability to provide direction to subordinates
- Strong ability to lead and influence change that transforms and evolves operations to best practice
- Ability to establish an engaged team that is empowered to own and advance their processes
- Ability to collaborate and cooperate with other CSG teams to drive departmental initiatives
- Ability to project resource needs and plan appropriately to meet project and operational goals
- Ability to manage people.
- Familiar with ITIL principles – Fundamental understanding of the IT Infrastructure Library principles
- Intermediate certification a plus
- Product knowledge and In-depth knowledge of the principles, theories, practices and techniques for managing the activities related to CSG products services and people
- Strong oral and written communication skills
- Knowledge of technical problems and the impact they have on the customer's business.
- Ability to develop employees through understanding their goals and the goals of the company, understanding the employee’s strengths and opportunities for improvement while providing them a path to obtain such goals (training, coaching, mentoring, etc.)
- Strong workload management skills and the ability to work under competing priorities
- Strong analytical and problem-solving skills with an emphasis on understanding relationship of technical problems with business solutions/issues
- Ability to assume role as point person as needed.
Benefits
- If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
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