IT Customer Care Manager

Job Summary

The purpose of the IT Customer Care Manager - APAC is to:

• Manage the on-site proximity support team and ensure efficient delivery of on-site IT support services in APAC

• Ensure consistency and harmonization of APAClevel 2 proximity support services.

• Manage EMEA on-site support KPIs and service levels to meet established SLAs.

• Contributes to a knowledge base and training materials for end users.

• Collaborates on transversal support topics for shift left opportunities

Responsibilities

Strategy:

• Ensure level 2 proximity IT support services are implemented and running efficiently.

• Provide consistent, personalized, reliable, and friendly support services for proximity support needs.

• Contribute to support team policies, procedures.

• Enrichment of IT support Knowledge base and training.

Resource Management:

• Lead and manage customer care APAC Proximity support team

• Direct, organize, schedule and monitor the teams’ activities.

• Identify skill gaps and opportunities to strengthen the capabilities and provide relevant process training as needed.

• Review training and development options and select appropriate methodology taking into account the individual, program and business requirements.

• Coach and / or mentor individuals and teams to address development needs.

Proximity Support Services in EMEA:

• Ensure end user training and employee orientation activities are executed

• Manage hardware troubleshooting

• Manage facility/event technology support

• Ensure physical asset security is implemented

• Manage and organize application rollout support activities

• Organize VIP support

• Ensure end-user device provisioning & inventory mgt activities are performed

• Manage mobile device management support

• Organize and deliver shared printer support

Support Delivery and reporting:

• Review and manage proximity support KPIs to evaluate the effectiveness and efficiency of the EMEA proximity support team.

• Function as the primary escalation for Proximity support needs.

• Implement process improvements identified by customer care process and other support teams.

• Coordinate with the IT teams to resolve issues and concerns for end-users in a timely and effective manner.

Quality, Reporting:

• Manager root cause analysis and work with support and other teams to identify potential solutions.

• Ensure support processes are implemented and procedures followed.

• Participate in IT problem management reviews.

• Participate in Major Incident post mortem reviews to help ensure successful handoff from Incident Management to Problem Management.

Communications:

• Collaborate with the infrastructure and application teams to ensure any on-premise IT solution rollout activity coordinated and managed.

• Coordinate with other IT support teams to offer a consistent IT support experience.

• Facilitate the discussion between Problem owners and the IT teams in order to apply lessons learned through root cause analysis exercise.

Qualifications & Experience

Essential

• Bachelor’s degree or Master’s degree in Computer Engineering, Computer Science, IT or related fields

• 5 years experience in IT support and service management, with at least 2 years managing proximity service teams delivering level 2 services.

• Fluent in IT Service Management framework

• Experience in Servicenow

• Experience in management of teams

Desirable

• Experience managing proximity support teams and/or service providers

• Experience of working within a culturally diverse global company