Position Summary :

The Section Head - Customer Service is responsible for leading and managing a dynamic team tasked with providing top-tier customer service across various areas, according ITIL framework including IT incident, problem and change management, service level management, asset and configuration management, endpoint solutions, conference room support and broadcasting event, and addressing other customer service issues as they arise. This managerial role combines technical expertise, leadership, and a strong customer-centric approach to ensure seamless and effective support services for both internal and external stakeholders.

 Key Responsibilities :

 • Team Leadership and Management: Lead and develop the customer service team, set, and monitor performance goals, and foster a collaborative work environment.

• Incident, Problem, and Change Management: Resolve IT incidents, prevent the recurrence of incidents, and efficiently manage changes.

• Service Level Management: Define and uphold SLAs to ensure that service quality meets expectations and is audit-ready for both internal and external assessments.

• Endpoint Solutions and Support: Manage endpoint solutions for PCs, notebooks, mobile devices, tablets, and printers, and provide end-user support. Also, oversee mass software rollouts and client patch management.

• Conference Room and Broadcasting: Oversee conference room scheduling and technical maintenance.

• Customer Service Excellence: Continuously improve the service experience and gather stakeholder feedback for enhancements.

• Incident Escalation: Be part of the team that resolves high-severity incidents until they are resolved.

• Budget and Resource Management: Manage budgets and optimize resource allocation.

• Operate ITSM Tool, Maintain CMDB, KB, and Asset Management: Handle the operation of the ITSM tool and maintain the Configuration Management Database (CMDB), Knowledge Base (KB), and asset management.

Qualifications :

• A Bachelor's degree in a relevant field; a Master's degree is considered advantageous.

• Demonstrated experience in a managerial capacity within the digital or IT service industry.

• Strong technical knowledge in IT incident and problem management, change management, endpoint solutions, and conference room technology.

• Exceptional leadership, communication, and interpersonal skills.

• Strong logical thinking and troubleshooting skills.

• Ability to work under pressure, prioritize tasks, and make sound decisions.

• Experience with service level management and customer satisfaction initiatives.

• Familiarity with ITIL or similar service management frameworks is advantageous.

This Section Head - Customer Service role is pivotal in ensuring the efficient operation of digital services and maintaining a high level of customer satisfaction. The incumbent will play a critical role in driving the department's success and contributing to the organization's overall digital transformation efforts.