Monroe Consulting Indonesia is currently working with an international client, a growing Omnichannel Software solution, looking to onboard IT Service Desk Manager to join their dynamic team. Based in Jakarta, Indonesia, this position offers a unique opportunity to make a significant impact in the eCommerce and Retail sector.
Roles and Responsibilities
- Guide, mentor, and manage the service desk team, creating a positive and productive work environment.
- Supervise daily service desk operations, ensuring technical issues are resolved promptly and efficiently within SLAs.
- Ensure high customer satisfaction by providing exceptional support and follow-up through the service desk team.
- Develop, implement, and maintain service desk policies, procedures, and best practices to enhance efficiency and service quality.
- Track and analyze service desk performance metrics, create reports, and recommend improvements.
- Handle major incidents, ensuring timely communication and resolution, and conduct post-incident reviews to identify improvement opportunities.
- Identify training needs and coordinate programs to enhance service desk staff skills and knowledge. Provide necessary training to suppliers and buyers.
- Collaborate with internal IT teams, departments, and external vendors to ensure smooth service delivery and support.
- Stay current with industry trends, technologies, and best practices to continually improve service desk operations.
- Possess the expertise to build a new service desk team from scratch, including recruitment, training, and process implementation.
Skills and Qualifications
- 5 years of working experience in a service desk or technical support role, with leadership experience.
- Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL certification is highly desirable.
- Strong knowledge of IT systems, infrastructure, and software applications. Proficiency in ITSM tools and ITIL processes.
- Proven ability to lead, motivate, and develop a team, with excellent decision-making and problem-solving abilities.
- Strong customer service orientation with excellent communication and interpersonal skills.
- Ability to analyze performance metrics and make data-driven decisions.
- Exceptional organizational and time-management abilities, capable of managing multiple priorities.
- Excellent verbal and written communication skills, able to effectively convey technical issues to non-technical stakeholders.
- Ability to work in a fast-paced environment and adapt to changing business needs.
- Proven experience in building a new service desk team from the ground up, including recruiting, training, and establishing processes and standards.
