Managed Service Desk Supervisor

Key Objectives of Position:

As a Lenovo Managed Service Desk Supervisor, 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) primarily Indonesia market.

The MS Desk Supervisor 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 Supervisor 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 Supervisor 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 Supervisor 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
• Must be fluent in Bahasa Indonesia & English. Good to have Chinese language fluency.
• 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