Service Desk Manager

at  TD SYNNEX

WHY CHOOSE TD SYNNEX:

As a Fortune 500 global corporation, operating in over 100 countries, TD SYNNEX values its diverse workforce of 22,000 employees. As the biggest IT distributor in the world, our mission is to provide top-notch technology solutions, empowering businesses and individuals to navigate the digital world safely and efficiently.

DON’T MEET EVERY SINGLE REQUIREMENT? APPLY ANYWAY.

At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for

ABOUT THE ROLE:

As a Service Desk Manager, you will lead an international team of 24/7 desk service engineers. This is a hybrid office-based role working. The role is to ensure the effective quality operation of the 24x7 customer TechCARE support desk providing management and operational supervision of the staffing and shift working to ensure continued service operation. The position is accountable for the management, development, and continuity of service on the desk .
Team description: The 24x7 Engineer answers and logs technical support calls for a variety of networking and security products. Using fault trees and knowledge support materials, the 24x7 Engineer gathers information in conjunction with the client to investigate and isolate the fault, be it hardware and/or software, escalating faults beyond their experience or knowledge to Senior Support Engineers and the Vendor Support Desks.

WHAT YOU’LL DO:

• Managing and optimizing the 24x7 service desk shift rotation
• Process design, implementation, documentation, and development.
• HR and operational management of the 24/7 service desk team
• Customer escalation and major incident management
• Drive continual improvement through KPI and Audit design, development, implementation, monitoring and managing.
• People development through mentoring & training
• Contribute to the design and implementation or new services