Associate Delivery Lead (Service Desk Account)

Are you a seasoned IT operations leader with a passion for driving excellence in service desk management? Vcustomer Philippines, Inc. is seeking an Associate Delivery Lead (Service Desk Account) to oversee and optimize large-scale IT service desk and support operations in our dynamic team in Canggu, Ubud. Join us and lead a team of dedicated professionals in delivering top-tier IT support services to our clients.

As the Associate Delivery Lead (Service Desk Account), you will be responsible for managing and optimizing our service desk operations, ensuring high levels of customer satisfaction and operational efficiency. You will work closely with our team to implement best practices in IT service management, leveraging tools like ServiceNow and Jira for seamless operations. This role offers a unique opportunity to grow your leadership skills while contributing to the success of our IT service delivery.

At Vcustomer Philippines, Inc., we are committed to fostering a culture of innovation and excellence. Our team in Canggu, Ubud is at the forefront of delivering exceptional IT support services, and we are looking for a dynamic leader to join us in this exciting journey.

📋 Tanggung Jawab Pekerjaan

• Oversee and manage the daily operations of the service desk, ensuring high levels of customer satisfaction and operational efficiency.
• Lead and mentor a team of service desk analysts, providing guidance and support to enhance their skills and performance.
• Implement and maintain best practices in IT service management, leveraging tools like ServiceNow and Jira.
• Monitor and analyze service desk metrics to identify areas for improvement and implement corrective actions.
• Collaborate with other departments to ensure seamless integration of IT services and support.
• Stay updated with the latest trends and technologies in IT service management, and drive innovation within the team.
• Ensure compliance with ITIL and other industry standards and best practices.
• Provide regular reports and updates to senior management on the performance and status of the service desk operations.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT service desk management and leadership roles.
• Certifications in ITIL, Service Management, or a related field are a plus.
• Proven experience in managing and optimizing service desk operations using tools like ServiceNow and Jira.
• Strong leadership and team management skills, with the ability to mentor and develop team members.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
• Analytical and problem-solving skills, with the ability to monitor and analyze service desk metrics.
• Proficiency in English, both written and spoken.

🛠️ Keahlian

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