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Apac Service Desk Lead

1 month ago

กรงเทพมหานคร, Thailand CGP Recruitment (Thailand) Co., Ltd Full time

**Role Overview**:
Lead the APAC service desk team to ensure efficient IT support for end-users. Oversee operations, refine processes, and maintain high customer satisfaction.

**Responsibilities**:

- Lead and mentor the service desk team, developing policies, monitoring performance and SLA compliance, while also implementing incident management procedures and providing end-user support.
- Continuously enhance operational efficiency by analyzing metrics and feedback, and implementing best practices in IT service management.
- Efficiently allocate resources, foster collaboration with other IT teams, and effectively manage tools and technologies for optimal resource management.
- Ensure effective reporting and documentation by generating regular performance reports, maintaining accurate incident records, and updating the knowledge base consistently.
- Effectively manage vendor relationships, overseeing contracts, and conducting negotiations to ensure optimal vendor and supplier relations.
- Key Performance Indicators (KPIs) include measuring ticket resolution times and SLA compliance, tracking customer satisfaction ratings and feedback, and monitoring the reduction in recurring incidents.

**Qualifications**:

- Bachelor's degree in IT or related field.
- Minimum 10 years of ITIL-based experience.
- Relevant ITIL certifications.
- Strong leadership and team management skills.
- Proficiency in ITSM tools and processes.
- Good Communication in Thai and English.

**Next step