Job Title
Assoc. Manager, Help Desk
Education
- University degree or equivalent preferred. Bachelor’s degree in Information Technology or equivalent.
Relevant Work Experience
- Previous experience in a managerial role, preferably 3 years experience in a manager position in IT services and IT/Technical support.
Business Understanding
- Good understanding of the Travel, IT and Airline business and operations.
- Excellent understanding of Customer support services domain.
Skills
Computing:
- Advanced IT skills, including PCs, operating systems, protocols, networks and components, servers, databases are desireable
- Good understanding of software development methodologies
- Proven practice on analytics driven decisions
- In-depth knowledge and experience with Microsoft Office Suite
Languages
Specific Knowledge
- Knowledge of Amadeus products and systems is a plus
- ITIL Foundation Certification is a plus
- Understanding and practice on leading a team working on shifts and covering weekends/bank holidays
Other
- Ability to work calmly and efficiently under pressure to meet multiple deadlines
- Good understanding of IT processes and organization
- Proven ability to cooperate with colleagues and work in a team
- Advanced presentation skills
- Excellent service attitude
- Excellent leadership skills
- Excellent written and verbal communication skills required
- Excellent team player and also must have the ability to work on own initiative where required
- Excellent problem solving skills and the ability to coordinate activity both within its own team as well as amongst various teams.
- Excellent interpersonal skills and must be able to identify when a team member needs help or additional coaching/ training.
Scope
Operations Management
- Monitor the performance of the team against set targets and ensure service delivery standards are exceeded.
- Provide regular performance reports to management and also to team members, including analysis and actions points.
- Implement, manage and drive internal processes to ensure team adoption in maintaining and submitting knowledge/solutions to appropriate sources.
- Prepare and conduct regular team meetings and cooperate with other related departments.
- Create and maintain accessible departmental information, documentation and knowledge to ensure accuracy in line with company evolution.
- Ensure smooth service delivery and operational effectiveness of the Service Centres.
- Implement services and processes in line with the Amadeus service strategy and secure achievement of set goals.
- Operate the business in a cost efficient manner, meet and exceed service levels and customer expectations.
- Take responsibility for Service Centre Management, contact volume steering and forecast, appropriate staffing and resource planning.
- Develop and maintain effective working relationships within and across departmental teams’ and peer groups.
Resources Management
- Assist, guide and train subordinate personnel in their assigned functions.
- Support the team and ensure engagement and sense of belonging
- Conduct goal setting process with employees and implement plans to achieve resulting goals.
- Identify training needs in order to increase the productivity of the team members.
- Adhere to Performance Development Review (PDR) process and conduct annual performance appraisals for team
- Coach, mentor individuals and proactively streamline departmental processes and procedures to ensure that the team exceed internal and external performance targets and expectations.
- Ensure administrative HR tasks, including management of the recruitment process and day to day resourcing, are completed and performed in due time.
- Be the primary link with People&Culture or Building&Facilities for GCC Operations in the location
- Provide input to annual budget review.
Further Responsibilities
- Provide coaching and consulting services regarding system functionality, system status, business process mapping, procedures, installations, host definitions, error messages and general service enquiries.
- Participate when required to major incidents resolution, taking customer escalations and driving the support team
- Provide out-of-hours support for other departments and be part of on-call rosters when needed.
- Activate on-call for escalation of important issues out of normal working hours.
- Follow up with escalation groups for obtaining assistance if problems occur that lie beyond the scope of the own team.
- Notify internal customers on all problems having severe impact.
- Ensure post-mortem analyses of major support failures are performed and corrective actions completed.
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.