Service Desk Manager

About Citco

The Citco group of companies (Citco) is a network of independent companies worldwide for over 70 years, all of which are leading providers of asset-servicing solutions to the global alternative investment industry. With $1.8+ trillion in AuA and operations across 36 countries with over 50 office locations.

For decades, industry publications have recognized our leadership in service and innovation. These accolades are a reflection of our drive to push ourselves and our industry forward.

With strategically positioned global offices, we offer opportunities for graduates and seasoned professionals to work across the world. Careers at Citco can span continents.

For more information about Citco, please visit www.citco.com

About the Team & Business Line:

Proprietary software solutions and innovation are at the core of what differentiates Citco in the alternative investment space. Through our network of global development centres, Citco invests heavily in technology development, security, and infrastructure to ensure our clients continue to receive award-winning products that underpin our commitment to service excellence.

As a core member of our Product Support team you will work with dedicated professionals to ensure our clients maintain access to their critical information assets while keeping Citco ahead of industry trends.

Your Role:

Seeking an experienced ServiceDesk Manager to oversee the efficient operation of the ServiceDesk in Asia, ensuring timely and effective resolution of IT related incidents and requests while maintaining high levels of customer satisfaction. You’ll be responsible for leading and managing a team of service agents, providing guidance, training, and support to ensure they deliver exceptional service to both internal and external customers. You’ll play a key role in managing escalations, coordinating with other IT teams, and fostering positive relationships with stakeholders to ensure the success of the ServiceDesk function.

With your leadership, expertise, and focus on continuous improvement, you’ll drive excellence in ServiceDesk operations and contribute to the overall success of the IT organization.

• Team Management: Supervising and managing a team of ServiceDesk agents, including hiring, training, coaching and performance management.
• Service Delivery: Ensuring the timely and effective delivery of IT Support services to internal or external customers, including incident resolution, request fulfilment, and problem management.
• Process Improvement: Identifying areas for process improvement and implementing best practices to optimise ServiceDesk operations, increase efficiency and enhance customer satisfaction.
• Quality Assurance: Monitoring and maintaining ServiceDesk performance metrics and KPIs, such as response time, resolve time, FCR and customer satisfaction ratings.
• Escalation Management: Handling escalations of complex or high priority incidents or requests, coordinating with other IT teams or external vendors to resolve issues promptly and effectively.
• Knowledge Management: Managing the ServiceDesk knowledge base, documentation, and training materials to ensure accuracy, relevance and accessibility of information for ServiceDesk agents and customers.
Customer Relationship Management: Building and maintaining positive relationships with internal and external customers, understanding their needs and expectations and advocating for customer centric service delivery.

About You:

• Proven experience in ServiceDesk management or similar role
• Proficiency in ITSM (IT service management) processes and tools, such as request management, incident management and service level management
• Excellent leadership and communication skills, capable of managing diverse teams and customer relationships
• Experience in knowledge management, developing knowledge databases and handling self-service solutions
• Bachelor’s degree in IT, Computer Science, or a related field.
• Relevant certifications (e.g., ITIL) are preferred

Desired skills and expertise

• Strategic thinking and problem-solving ability
• Experience in handling customer relationship management and service delivery platforms
Knowledge of current Customer Service IT trends and best practices

Our Benefits

Your well being is of paramount importance to us, and central to our success. We provide a range of benefits, training and education support, and flexible working arrangements to help you achieve success in your career while balancing personal needs. Ask us about specific benefits in your location.

We embrace diversity, prioritizing the hiring of people from diverse backgrounds. Our inclusive culture is a source of pride and strength, fostering innovation and mutual respect .

Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.

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