Manager, Service Desk, Asia
VF Corporation
ASIA HKG Kowloon Bay Office

Job Ad

Principal Accountabilities :

Sub Job Family Description : Resolve technical problems in a call center / help desk environment. Use expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and / or hardware products * Manage the activities and personnel of the help desk* Ensure the operation is in accordance with the established procedures and practices* Monitor performance of support personnel, review response times, problem logs, and trends in problems reported* Recommend strategies and / or hardware / software enhancements to increase employee productivity

Knowledge & Skill Requirements :

  • Bachelor’s degree in Information Technology or related field *Equivalent years of experience in a substantially similar industry may be considered in lieu of a degree to be determined by the nature of the specific job and the hiring manager’s criteria* Generally eight years of progressive experience with two years of supervisory experience* Strong organization and communication skills
  • Knowledge & Application :

  • Knowledge of principles and practices within a professional discipline* Through leadership, directs the application of existing principles* Integrates and communicates fairly complex information within the specialization or recognized body of formal knowledge
  • Problem Solving :

  • Resolve issues that are differing, but related* Issues require sophisticated analytical or problem solving techniques to identify cause* Devises solutions based on limited information and uses past experience or precedent to identify solutions or to adapt existing approaches to resolve issues* Uses evaluation, judgment, and interpretation to help others select right course of action, which may impact the longer term
  • Interaction :

  • Interprets and explains information to audiences who are not familiar with the subject matter often requiring persuasion* Adapts style to differing audiences* Requires objective review of difficult work problems, obtaining cooperation or approval* Requires considerable resourcefulness* Requires strong multicultural awareness to appropriately deliver messages
  • Impact :

  • Impact is generally limited to the achievement of short- to medium-term goals; may be required to develop and manage operational initiatives to realize operational and strategic plans* Contributes to delivery of departmental goals through personal effort or through influence over team members* Has contributory impact on team / discipline performance
  • Accountability :

  • Accountable for meeting short- to medium-term targets which impact the department / discipline* Takes action to monitor costs related to own work and that of the team* People management responsibility for pay reviews, performance management, and resource planning
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