Job Description

Managed Service Desk Manager

General Information

Req #

WD00050228

Career area:

Services

Country/Region:

Malaysia

State:

Selangor

City:

Selangor Darul Ehsan

Date:

Friday, March 10, 2023

Working time:

Full-time

Additional Locations:

• Malaysia - Selangor - Selangor Darul Ehsan

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big-huge.

We\'re not just a US$70 billion revenue Fortune Global 500 company, we\'re one of Fortune\'s Most Admired. We\'re transforming the world through intelligent transformation, offering the world\'s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions-not just the select few-experience our version of a smarter future.

The one thing that\'s missing? Well\xe2\x80\xa6 you...

Description and Requirements

Key Objectives of Position:

As a Lenovo Managed Service Desk (MS Desk Manager), you are one of the key pillars in providing support services for our Managed Service customers. Being skilled in Lenovo Systems, procedures, and operations, you will be responsible to drive customer support Service Level Agreement (SLA).

The MS Desk Manager manages the Support Desk team and make sure that coverage as well as quality of service is always maintained for our customers.

The MS Desk Manager acts as a single point of contact for service issues related to the Support Desk ensuring all Standard Operating Procedures (SOP) are followed closely. You will work to maintain and update knowledge base and processes so that up to date information is ready at the fingertips of the support team.

The MS Desk Manager acts as the face of the MS Desk team in representation to both internal and external stakeholders. You are expected to share information on what MS Desk is about as well as make decision on MS Desk Support Coverage.

The MS Desk Manager is responsible for the onboarding of new customer into the MS Desk Service and off boarding of old customers at contract end. You will also front monthly presentation to Senior Management on the overall performance of the Managed Desk Team.

Day-To-Day Responsibilities:

• Support Desk Management

• Manage the day-to-day activities of the Support desk Agents
• Monitor Call Volume and Service Quality to ensure that all SLAs for customers are met.
• Build Agent Scorecard and review Agent Performance

• Resource Planning

• View Agent call load and do necessary adjustments
• Managed Agent\'s leave plans/PH and Shift planning (if necessary)

• Escalation management:

• Escalation representative for MS Desk
• Support Agent in handling complex cases

• Optimization:

• Leads continuous improvement activities MS Desk in terms of agent skillset training and other service areas
• Enhance Knowledgebase and Service Desk Resources

• Collaboration:

• Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness
• Work with IT and project team for system enhancements and hotline enablement
• Support Transition of Customer into MS Desk

• Governance:

• Work with other Service Team members (L2 and QA etc..) to track Case status and Root Cause Analysis

Key Competencies Needed:

• Superior knowledge of Service Desk Operations and Procedures
• Excellent Management Skills in handling Level 1 Agents
• Ability to effectively interact and communicate with key stakeholders

• Excellent presentation, communications and interpersonal skills
• Proficient in Microsoft office programs, PC and other technologies as required
• Excellent organisation skills and must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.

• Ability to build effective virtual teams and drive results through others in a complex cross-functional organisation required.

Previous Experience:

• Minimum 3 to 5 years of Service Desk Management experience.
• Customer Support experience
• Field Services practical experience

• Project management
• Team management
• Presentation Experience

Qualifications:

• A diploma or degree in Information Systems, Computer Science or equivalent experience
• IT business process certification (ITIL, Six Sigma)
• Technical certifications

Additional Locations:

• Malaysia - Selangor - Selangor Darul Ehsan

• Malaysia

• Malaysia - Selangor

• Malaysia - Selangor - Selangor Darul Ehsan

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