**This is a senior role and reports to the Head of Services with a dotted line to the CEO.****Key Responsibilities**:You will have a deep understanding of Jira Service Desk and its escalation capabilities. You will be used to managing priority tickets and service level agreements.You will perform the following functions:- **Service Desk Establishment**: Lead the setup of a 24/7 global service desk from the ground up, including infrastructure, software, and protocols to ensure efficient operation and service excellence.- **Run and Manage**: Run and manage a 24/7 global service desk, ensuring that the service desk is operational 24/7 and staff are available to service customers globally 24/7. Ensure customers receive escalation and feedback according to their SLA and Priority Tickets.- **Team Leadership and Staffing**: Recruit, train, and manage a team of service desk professionals, fostering a culture of high performance, continuous improvement, and exceptional customer service.- **Procedure Development**: Develop and implement standard operating procedures for the service desk, ensuring a consistent and high-quality customer service experience.- **Customer Management**: Cultivate deep relationships with customers through excellent service, leveraging your extensive experience in customer management and services.- **Reporting and Analysis**: Regularly evaluate service desk operations and customer feedback to identify trends, make recommendations for improvement, and report on service desk performance to senior management.**Requirements**:- **Educational Background**: A bachelor's degree in Computer Science, Software Engineering, or a related field. A master's degree is preferred.- Experience with Atlassian Jira and Confluence is a must, along with exposure to Agile software environments.- **Customer Service Excellence**: Proven track record in customer management and service, with the ability to establish and maintain high customer satisfaction levels.- **Communication Skills**: Exceptional ability to communicate effectively, both orally and in writing, in English. Additional languages are a plus.- **Personal Attributes**: Customer-facing personality, with a focus on problem-solving, team leadership, and the ability to work under pressure.- **Business Experience**: Experience in the banking, finance or telecommunications sectors in a technical customer services management role. With exposure to running and managing a 24/7 support environment with in office and on-call engineering staff is highly desireable.**Benefits**- A senior role within Youtap, in a dynamic and challenging environment where you can grow and make a significant impact.- Competitive salary and benefits package, reflective of your experience and expertise.
