Bilingual Manager, IT Solution Centre

at  FYidoctors

We want you to bring your exceptional skills and experience and join our dynamic team as a Bilingual Manager, IT Solution Centre! In this role you will be overseeing our Help Desk Solutions team, providing support, collaborating with internal and external stakeholders, driving process improvements and more!

What Will You Be Doing?

• Leading our Help Desk solutions team, allocating resources to the wider organization.
• Driving process improvements and efficiencies initiatives to improve overall service level.
• Supporting the team, overseeing performance resolving the tickets and ensuring service level agreements are being adhered to.
• Acting as liaison with the business for all service desk related issues and relaying the impact to the help desk team.
• Acting as a Major Incident Manager for service outages/degradations and engaging with internal and external stakeholders, software/network providers from onset to resolution.
• Being accountable for KPIs measuring the quality and speed of service provided by the Help Desk team.
• Mentoring, monitoring, guiding and supporting individual Help Desk team members performance, providing training, feedback, and coaching.
• Conducting weekly and monthly (one-on-one) touch-point meetings with team members to build rapport and identify areas for development.
• Continuous service improvement, efficiency, and innovation in the service management and delivery of Help Desk processes and operations.

• Leading our Help Desk solutions team, allocating resources to the wider organization.
• Driving process improvements and efficiencies initiatives to improve overall service level.
• Supporting the team, overseeing performance resolving the tickets and ensuring service level agreements are being adhered to.
• Acting as liaison with the business for all service desk related issues and relaying the impact to the help desk team.
• Acting as a Major Incident Manager for service outages/degradations and engaging with internal and external stakeholders, software/network providers from onset to resolution.
• Being accountable for KPIs measuring the quality and speed of service provided by the Help Desk team.
• Mentoring, monitoring, guiding and supporting individual Help Desk team members performance, providing training, feedback, and coaching.
• Conducting weekly and monthly (one-on-one) touch-point meetings with team members to build rapport and identify areas for development.
• Continuous service improvement, efficiency, and innovation in the service management and delivery of Help Desk processes and operations