Home Saudi Arabia Service Desk & Call Center Manager

Home Saudi Arabia Service Desk & Call Center Manager

Service Desk & Call Center Manager

Full time at TAHAKOM in Saudi Arabia
Posted on January 25, 2025

Job details

To deliver advanced support by managing complex technical issues and providing superior customer service. This role involves offering high-level technical assistance to users with IT-related problems, handling escalated customer inquiries across various communication channels, and leading the team to ensure efficient resolution of issues. Responsibilities include overseeing system functionality, driving continuous improvement in service quality, and enhancing customer satisfaction. Key competencies for this role include expert problem-solving skills, advanced communication and customer service abilities, technical expertise, multitasking, leadership, and a proactive approach to both team management and service delivery.

Responsibilities

  • Supervise and mentor service desk and call center team members, ensuring escalated technical and customer service issues are resolved efficiently.
  • Lead the service desk and call center teams to meet and exceed department KPIs.
  • Continuously enhance processes and procedures to align with department strategic objectives.
  • Analyze and present KPIs to improve efficiency, customer satisfaction, and output quality.
  • Oversee the handling of complaints and inquiries through official channels (Email, Ticketing System, Calls), ensuring high standards of service.
  • Ensure compliance with company policies, standard rules, and regulations in delivering team objectives.
  • Monitor and record frequent requests and critical incidents, raising them to management for knowledge development.
  • Oversee a 24x7 rotating shift, ensuring adequate coverage and workload distribution.
  • Guide the team in monitoring upcoming activities such as change and release events.
  • Lead initiatives to enhance service desk and call center-related processes and procedures.
  • Manage shift handovers, ensuring proper ticket assignment and workload distribution among team members.
  • Provide regular feedback and training to team members to ensure continuous professional development.
  • Supervise the initiation and reception of incidents/Service Requests by the team.
  • Provide second-line investigation and diagnosis, ensuring team adherence to protocols.
  • Resolve incidents/SRs at the first point of contact and guide the team in handling complex cases.
  • Oversee the incident cancellation and closure processes.
  • Ensure efficient Service Request Fulfillment across the team.
  • Supervise the escalation of complex incidents to the next level of support, ensuring detailed investigation and diagnosis documentation.
  • Direct incidents/SRs to responsible teams based on categorization rules.
  • Conduct root cause analysis for recurring issues and implement corrective measures across the team.
  • Identify and escalate Major Incidents to management, coordinating resolution efforts.
  • Provide third-line support for critical incidents, guiding the team in resolution and recovery.
  • Lead efforts in researching and troubleshooting problems to identify long-term solutions.
  • Participate in Services Desk department's budgeting cycle and provide input to the budgeting process.
  • Ensure effective utilization of Services Desk department's budget and report accurately on progress made and challenges encountered.
  • Investigate and propose implementing initiatives that result in positive financial impact for Services Desk department and mitigate financial and operational risks.
  • Oversee adherence to incident, call procedure, and service request processes across the team.
  • Facilitate collaboration between L1 and L2 technical engineers to resolve complex issues.
  • Ensure follow-up on requests through their lifecycle, with consistent updates to customers/requestors.
  • Generate and analyze reports on team performance, highlighting areas for improvement.
  • Coordinate communication with vendor support, ensuring proper use of official channels (phone, email).
  • Manage daily ticket volumes, prioritizing issues with the highest impact on customers.
  • Prepare and distribute newsletter reports on service desk and call center performance and key insights.

Job Qualifications and Requirements

  • 6 to 8 years of experience with at least 2 years of experience in a supervisory position.
  • Strong and fluent communication skills in English (verbal and written).
  • Extensive experience with IT support, call center operations, and customer service best practices.
  • Bachelor's degree in Information Technology, Computer Engineering, Computer Science, or Information Systems.
  • ITIL or COBIT foundation certificate; relevant technical certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
  • Certifications in call center management or customer service (e.g., Certified Call Center Manager) are a plus.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology, Management, and Customer Service

Industries

Public Relations and Communications Services and Digital Accessibility Services #J-18808-Ljbffr

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