NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The Manager, Managed Services Client Service Desk takes accountability for the operational management of a team of service desk employees. They ensure client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. This role takes guidance from the Senior Managed Services Service Desk Manager and other stakeholder functions in fulfilling their obligations.

Working at NTT

Key Roles and Responsibilities:

• The first and primary responsibility of the service desk manager is to meet targets and expectations for client service and support performance. This is the key metric for determining the success of a service desk manager and what all other responsibilities are centred around.

• Accountable for managing a team of service desk agents. Effectively managing, developing, and training the service desk team.

• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

• Conducting and sharing results from service and operation performance reviews.

• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.

• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.

• Being aware of and managing the costs of running the service desks.

• To help support business-wide and IT objectives. Doing so ensures that the service desk is appropriately involved in any new initiatives and that it’s actively helping to improve IT and business-wide services.

Knowledge, Skills and Attributes:

• A good understanding of the vast range of IT operations and NTT service offerings

• Display excellent levels of client engagement

• Service orientated in nature

• Demonstrate operational team management and leadership skills and be able to effectively manage the resources that report to them

• Good collaboration skills and able to interact professionally

• Broad understanding of project management principles

• Strategic in nature with the ability to improve efficiency and functioning of the team

• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.

• An ability to balance and plan the short-term actions of the team.

• Knowledge and understanding of best practices for service management.

• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.

• The ability to manage time effectively while setting the tone of the team through modelling and leadership.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in information technology or related

• Relevant technical certifications preferred

• ITIL v4 specialist knowledge is required

• ITIL Specialist = (Managing Professional)

Required Experience:

• Advanced demonstrable relevant work experience gained in call centre managed services/services delivery environment within a medium to large information technology organisation

• Advanced track record of team management/leadership experience

• Advanced experience leading a team of service desk agents

Skills Summary

Incident Management Process, Knowledge Management, Operational Performance, Operations Management, Operations Processes, Service Desk, Service Request Management

What will make you a good fit for the role?

Workplace type :

On-site Working

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.