Our client is an integrated workforce management software platform offering intelligent automation for daily work orders management, Housekeeping activities, facility maintenance, scheduling & labour management, and time & attendance purpose built for the hospitality market and other dynamic scheduling environment.
We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains they work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. They are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.
About the job -
Maximise customer satisfaction through delivery of L1 and L2 support.
What will you do?
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team
• Manage the day-to-day operations of the team comprising of 18-20 members by overseeing a combination of planned activities, monitoring of operations, and handling escalations.
• Ensure compliance with client SLAs.
• Build and lead a cohesive and high performing team.
• Work across various teams (Partner Success, Product Management, Infrastructure etc.) to resolve issues and concerns for end-users in a timely and effective manner
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Establish best practices through the entire technical support process
• Ownership of the Service Desk process and continuous improvement
• Monitor NPS and other user satisfaction metrics.
We are looking for -
• B. Tech or equivalent degree in computer science.
• ITIL 4 Certified
• Total experience of 10+ years with at least 3 years leading a team serving customers globally.
• Industry experience of working in similar IT services/product companies with. B2B experience preferred.
• Strong time management and organizational skills, detail-oriented and takes initiative to tackle challenges
• Committed to working collaboratively with highly diverse teams, and many different types of people
Subodh Popalwar
Software Engineer, Memorres
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Software Engineer, Memorres