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Amihan Global Strategies Phils., Inc.

Support Desk Manager

Managerial / Supervisory

Amihan Global Strategies Phils., Inc.

With business certificates | Established in 2014 | 51-200 employees
Cebu City, Cebu
Posted on : October 10, 2019
Job ID : 336521

Details

AMIHAN GLOBAL STRATEGIES PHILS., INC.
 
DESIGNING DIGITAL TRANSFORMATION
 
We are Amihan Global Strategies, a technology company that designs and implements digital transformation along side its clients. With our innovative mindset, fast-paced culture and talented global team, we offer our technology expertise-focused on customer engagement, big data and analytics, and infrastructure solutions - to top corporations in South East Asia.
 
“Designing Digital Transformation” means we help companies build a digital roadmap, provide them with the ideal technology, and enable them to act on their vision with the appropriate team and thinking, thus molding them into future-ready organizations.
 
Amihan specializes in strategy and execution, and we engage with clients using agile methodology. We draw from our roots intechnology, industry experience, and Open Source development to deliver solutions rapidly and cost-efficiently.
 
With a globally educated team steeped with local expertise, Amihan now operates in Manila and Cebu in the Philippines, with satellite offices in Los Angeles and Singapore.
 
SOLUTIONS AND SERVICES
 
BREAKTHROUGH TRANSFORMATION CONSULTING
 
Bridge the gap between where your organizationis now and where you want it to be withs trategic and technical consulting services that enable you to innovate and thrive
 
Is urgently in need of:
 
SUPPORT DESK MANAGER
 
Job Summary
 
The Support Desk Manager will establish goals and objectives for the support desk operation that support and match the organization’s overall aspirations. This person will manage the performance of the support desk & support to clients (internal and external) and ensure that service levels are achieved.
 
They will ensure that customer expectations are met or exceeded. This person will be responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide excellent customer service and meet or exceed requirements. 
 
Core Responsibilities 
 
Management of Scope of Work: 
  • Ensuring contracts are carried out according to agreed terms 
  • Ensure that contract terms and conditions are met 
  • Assisting customers with using our services throughout projects 
Management of Client Relationship: 
  • Foster positive relationships with our customers as their primary point of contact 
  • Help clients implement services and plan projects effectively 
  • Address customer issues with speed and efficiency 
  • Prepare reports on project performance 
Management of Business Relationship: 
  • Helping solve client problems and managing financial aspects of contracts 
  • Manage invoices and bills for assigned customers 
  • Identify upselling and cross-selling opportunities 
  • Work with sales teams to generate new business 
Qualifications and Skills 
  • Proven experience as an Engagement Manager 
  • Project management experience 
  • Background in sales and customer service is a plus 
  • Proficient in MS Office and CRM/project management software 
  • Technology savvy and willingness to learn new technology platforms 
  • Strong organizational and multitasking skills 
  • Customer-oriented approach 
  • Excellent verbal and written communication abilities 
  • Sharp business acumen 
  • Problem-solving aptitude 
  • BSc/BA in Business or similar field 


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