APAC Senior Manager Internal Service Desk

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Job Description

We are looking for a APAC Senior Manager Internal Service Desk who will :

The APAC Senior Manager is responsible for managing the operations of the Internal Service Desk and providing leadership to a team of talented individuals. The Sr. Manager is responsible for advancing business processes and fostering growth and development in their employees as well as managing cross-functional projects and teams.

 

• Partner with other internal CSG teams to ensure the accuracy and timeliness of projects, issue resolution and escalation responsiveness.
• Work closely with all CSG teams to drive and challenge the organization to provide world-class customer service.
• Serve as an advocate for the ISD-owned processes to ensure awareness, understanding and cooperation across the company is achieved

• Coaching of direct and indirect reports with career objectives and departmental initiatives.
• Create opportunities for staff and lead by example.
• Evaluate staff performance and define measures that foster growth and development.
• Empower team members to evaluate and improve processes within CSG
• Customer Service Orientation
• Accountable to CSG’s clients for overall satisfaction with regard to incident management.
• Establish relationships built on trust, reliability, responsiveness and respect, understanding the needs of the clients and exceeding their expectations.
• Identify and work to prevent critical situations that impact the customer and CSG. Ensure that proper notification and escalations are being performed when these situations can not be prevented.
• Client-centric liaison providing; focus on new clients and new product support.

• Identify and implement key projects to advance the business through collaboration with stakeholders.
• Invest in self-development opportunities to learn skills required to sponsor continuous improvement initiatives.
• Participate in outside organizations to broaden professional network as a means to improve the department/company.

• Thinks strategically, considering long-term support needs and solutions.
• In collaboration and decision-making, consider the "big picture" related to the product he/she is supporting.
• Seeks to build internal and external partnerships to better accomplish goals.

• Manage day-to-day operational activities of the 24/7 service desk
• Provide escalation support
• Resource planning and work within the budget.
• Develop and execute project plans for internal department efforts.
• Provide guidance to the ongoing improvement of the efficiency and effectiveness of departmental work processes
• Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSG’s core competencies and values.

 
Is this opportunity right for you? We are looking for candidates who:

• Bachelor’s degree in information technology, Computer Science, Engineering (Electrical, Software, or Telecommunications) or a related field.
• 9+ years of previous leadership experience is required, preferably in a service desk environment
• Proven history of improving operations
• Work experience in ITSM tools like - Helix, ServiceNow
• Experience in Microsoft Applications & O365 Suite
• Understanding of Active Directory/Azure
• Understanding of Service Desk KPI to drive performance
• Basic Knowledge and Understanding of Windows and MAC OSs
• MIS Reporting and Data Analysis
• ITIL Foundation Certifications
• Ability to prepare and present concise presentations, leveraging appropriate balance of text graphics and data to convey meaningful messages
• Ability to formulate concise and clear discussions with subordinates peers and superiors including senior leadership
• Ability to provide direction to subordinates
• Strong ability to lead and influence change that transforms and evolves operations to best practice
• Ability to establish an engaged team that is empowered to own and advance their processes
• Ability to collaborate and cooperate with other CSG teams to drive departmental initiatives
• Ability to project resource needs and plan appropriately to meet project and operational goals
• Ability to manage people. Ability to manage people.
• Familiar with ITIL principles – Fundamental understanding of the IT Infrastructure Library principles Intermediate certification a plus
• Product knowledge and In-depth knowledge of the principles, theories, practices and techniques for managing the activities related to CSG products services and people
• Strong oral and written communication skills
• Knowledge of technical problems and the impact they have on the customer's business.
• Ability to develop employees through understanding their goals and the goals of the company, understanding the employee’s strengths and opportunities for improvement while providing them a path to obtain such goals (training, coaching, mentoring, etc.)
• Strong workload management skills and the ability to work under competing priorities
• Strong analytical and problem-solving skills with an emphasis on understanding relationship of technical problems with business solutions/issues
• Ability to assume role as point person as needed.

Location(s):

India Remote

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.