Role Objective
The Global Services Team Manager, your primary objective is to ensure the effective management and compliance of Damstra's values, policies and procedures while delivering exceptional client support. Your role will involve proactively identifying and addressing issues and risks within your group, fostering a deep understanding of Damstra's products, and facilitating clear and concise communication.
Key Responsibilities
Champion the compliance, promotion, and development of Damstra values, policies, and procedures
Manage calls, emails, and messages, and provide support and troubleshooting to client concerns, requests, and inquiries of varying complexities
Ensure management of major incidents and escalations
Coach and mentor other resources
Gather and analyze information about the user's issue and determine the best way to resolve their problem
Contribute to Knowledge base articles
Accurately log all Service Desk tickets using the defined ITSM tool
Take ownership and responsibility of issues from start through successful resolution
Triage the Support Desk queue by responding, resolving, and escalating issues to/with the appropriate resources, teams, or department
Have a deep understanding of the Damstra Technology products and their clients
Ensure compliance to agreed SLAs, KPIs, and metrics for the group assigned including its individual resources
Manage and monitor performance and workload of resources
Create and submit timely reports to manager
Analyze and spot issues and risks within the entire group and deploy actions and plans whenever needed
Check running performance for the day and implement a strategy to rectify misses
Ensure actions and activities to cover service management are in place and are executed by the team
Ensure proper approval and quality of deliverables coming from the team
Represent the group in meetings and collaboration activities
Display clear and concise English communication skills both written and verbal
Demonstrate critical thinking skills and sound decision making
Spot recurring incidents and problems
Perform document/requirement validation and verification based on qualifications in a timely manner
Perform quality checks to calls, document/requirements, data, and conversations of fellow service desks
Submit deliverables, documents, and reports as required
Ensure quality of calls and data being managed by the team
Ensure that documents are verified and validated in a timely manner
Ensure quality of calls and data being managed by the team.
Ensure that documents are verified and validated in a timely manner.
Required Qualifications/certifications (if applicable)
Any degree within the IT field
At least 9 years in experience in service desk, help desk, or service management roles.
At least 2 years in supervisory position
Experience in ITIL or any service management processes
Excellent written and verbal communication skills
Excellent organizational and time management skills
Excellent leadership skills
Data visualization and storytelling abilities
Knowledge and understanding of support metrics
Perception of basic business metrics and how support impacts those
Problem-solving capabilities to create meaningful strategies to improve support quality
