Service Desk Management

Job Description

The Head of the Service Desk Department is the leader responsible for the management, optimization, and supervision of the technical support team. Their main objective is to ensure customer satisfaction through efficiency and quality in response times and problem resolution. This role is crucial for maintaining customer loyalty and ensuring the proper functioning of the point-of-sale (POS) systems marketed by the company.

Specific Objectives:

• First Response Time (FRT): average ≤ 15 min and ≥ 90% of tickets within SLA during operating hours.
• Mean Time to Resolution (MTTR): ≤ 8 h for P3/P4 and ≤ 4 h for P2; containment of P1 ≤ 60 min; ≥ 85% of cases within OLA.
• Backlog and aging: backlog ≤ 1.5 days of average intake; tickets > 5 days ≤ 5% of total.
• Customer Satisfaction: CSAT ≥ 92% and NPS ≥ +50; reopens ≤ 5%.
• Knowledge Base (KB): ≥ 15 new articles/month; ≥ 40% of closures with link to KB; quarterly update of the Top 20.
• Documentation quality: ≥ 95% of tickets with diagnosis, root cause, resolution, and evidence according to template.
• Major incident management: communication every 30–60 min for P1/P2; postmortem ≤ 48 h with actions and owners.
• Team development: monthly training plan; 100% with updated skills matrix; multiskill coverage ≥ 85% in shifts.
• Continuous improvement: at least 1 improvement initiative/quarter; reduce Top 5 repetitive tickets by 20% in 6 months.
• Governance and reporting: weekly executive report (KPIs, trends, risks) and monthly committee with ≥ 90% of action plans closed on time.

Main Functions:

1. Lead and manage the L1 and L2 agent team:

• Ensure the team fulfills assigned tasks and established service objectives.
• Define and assign responsibilities and tasks to team members.
• Supervise and coordinate the team’s daily activities.
• Review and follow up on pending cases.
• Follow up on escalation of cases to L2, L3, and Factory.
• Coordinate Internal Presales and BAC.
• Follow up on Withdrawals.
• Promote proactivity in addressing and effectively resolving cases.
• Ensure the team is aware of new features and software updates.
• Ensure the standardization of agent knowledge according to their level.
• Conduct performance evaluations, identify training needs in technical and customer service areas, and promote the professional development of agents.
• Provide constant feedback to agents.
• Foster a collaborative and high-performance work environment.

2. Manage the Department’s operations:

• Establish clear and effective internal procedures to ensure proper functioning of the area and deliver the best customer experience.
• Establish, monitor, and optimize Service Level Agreements (SLAs) to ensure compliance with response times and quality in case resolution.
• Monitor that the ticketing system (ZOHO DESK) remains updated and efficient.
• Ensure the creation and maintenance of a comprehensive knowledge base containing: documentation of solutions to common problems or system particularities, user guides, FAQs, tutorials, policies, and valid internal procedure manuals.

3. Guarantee Customer Service Levels and Satisfaction:

• Promote a customer-centered culture within the team: aiming for every customer interaction with the area to not only provide the expected information or solution but also exceed customer service expectations.
• Define service protocols and establish customer service standards agents must meet:
  • Empathetic, friendly treatment with active listening, positive and professional attitude, pleasant tone of voice, etc.
  • Ability to provide immediate response or, if not possible, timely escalation of the case.
  • Transparency, responsibility, and commitment toward the client.
• Collect and analyze customer feedback to measure satisfaction and identify areas for improvement in the service and/or product.
• Implement strategies to improve the customer experience in the technical support area.
• Act as escalation point for complex problems to be channeled with an L3 agent, or to directly contact upset or dissatisfied customers.

4. Handle communication with related departments:

• Maintain active and fluid communication and coordination with all company departments.
• Work together with the Customer Experience Department to analyze cases, suggest improvements, and align strategies that increase customer satisfaction.

5. Analyze data and pursue continuous improvement:

• Periodically analyze recurring or critical cases to understand their root cause and define the action plan to prevent reoccurrence and increase customer satisfaction.
• Periodically monitor in the ticketing tool (ZOHO DESK) the quality of solutions delivered to clients, to make improvements or corrections as necessary.
• Analyze metrics and key performance indicators (KPIs) such as first response time, average resolution time, customer satisfaction index, and agent productivity level, to identify areas for improvement and ensure the team stays up to date with the latest technologies and best practices.

Requirements

• University Bachelor’s degree in Systems Engineering or higher.
• At least 3 years of experience leading Service Desk teams.

Knowledge

• Team management.
• Use or adaptation of agile technologies.
• Knowledge of ITIL.
• Knowledge of business processes in companies with points of sale (Restaurant, Retail, Hotel).
• Knowledge of operational and financial processes of Distributors, Retail chains or franchises, Food businesses and/or Hotels.
• Intermediate knowledge of Excel.
• Knowledge of Project Management.

Required Competencies for the Position

Skills and abilities to interact with people

• Ease of communication with the client thanks to excellent oral and written communication.
• Listening attentively to others.
• Customer service orientation.
• Interpersonal relationships.
• Empathy with different clients.

Skills and abilities to work with people

• Teamwork.
• Cooperation.
• Responsibility.
• Information seeking.
• Proactivity.

Management and business skills

• Analysis and problem solving.
• Openness to change.
• Attention to detail.
• Work planning.
• Handling situations under pressure.

Skills related to personal attributes

• Goal orientation.
• Initiative.
• Continuous learning.
• Assertiveness.
• Good personal appearance.

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