Supervisor, Service Desk

VF Corporation

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Undisclosed

Midvalley

Full-Time

Job Description

To maintain the day-to-day IT operational support for internal business users and external vendors. While providing high level of customer satisfaction, Service Desk Team Lead is responsible for resolving daily / ad hoc incidents and requests in timely manner and escalate to the appropriate support groups. Service Desk Team Lead must have good balance of SD team management as well as customer communication skills.

YOUR RESPONSIBILITIES WILL INCLUDE (but are not limited to):

Lead the Service Desk Team and guide the teammates for daily operations
Acting as escalation point for Service Desk Team
Provide technical guidance to SD Team
To manage the performance of Service Desk to ensure that service levels are achieved defined KPIs/SLAs, customer expectations/requirements
Monitor and manage phone queue (participating in escalated calls as needed) ensure the abandon calls and first call resolution are meeting/exceeding the defined KPI
Provide backup support to Manager, EUS and SD Team
Ensure teammates with skill levels are maintained throughout operational hours by managing shift schedules
Deliver and manage any regional and global projects
Review of daily service desk related processes, workflows and documentations
Liaise with management team on IDP and goals
Maintain a high level of employee morale within the team
Collaborate with End User Services Teams to provide better services to business users
Motivates the team to adhere to IT best practices, standards, and processes and deliver outstanding customer service and satisfaction to employees
Manage process for communicating outage/emergency activities to the organization
Handle customer complaints
Provide input and make recommendations in continuous improvement of end user experience with various team with Global/Regional Service Desk team

Job Requirements

WHAT WE WILL BE LOOKING FOR IN YOU:

Have working experience as tier 1 and tier 2 in End User Services / Service Desk teams
Windows 7/10 and Macintosh administration and troubleshooting skills
Knowledge in Active Directory, VPN, Unity, Zoom, Adobe, Microsoft O365 including Outlook, Word, Excel, PowerPoint, SharePoint, Teams, OneDrive and etc...
Knowledge in ServiceNow ticketing system, able to view / create / resolve tickets and generate reports
Able to work independently and liaised with global teams
Be a self-learner, a team player and able to work in different environment
Excellent analytical and problems solving skills
Self-initiative, independent and enthusiastic
Maintain a high level of employee’s morale within the team
Occasionally required to work or join meeting during non-office hours
3 language skills are required (English/Cantonese/Mandarin) to communicate with the respective language-speaking Business Users

Company Benefits

Sustainability & Responsibility

Our Sustainability & Responsibility Strategy is committed to drive transformative solutions that make VF’s business and the lives we touch better.

Own your career

We encourage our employees to own their own career with the support from their managers and the learning and development opportunities available.

Inclusion & Diversity

We’re building a network of Employee Resource Groups around the world to further engage our associates and empower the next generation of leaders.

Product Discount

Gear up yourself with The North Face® or express your style in a new pair of Vans®. We’ve got you covered with huge discount!

Total wellbeing

We offer diverse benefit! We provide an unrivalled amount of wellbeing starting from 25 days, up to 30 days – for everyone regardless of job level!

Additional Info

Experience Level

4 - 10 Years of Experience

Job Specialisation

General IT

Company Profile

VF Corporation

Your career at VF can have the agility to follow your passion wherever it takes you, across our brands, our functions, and even countries.
Our competitive spirit is nurtured inside a culture defined by integrity, authenticity and respect. We celebrate our success as “we”, never “me.” Every VF associate is surrounded by colleagues they can trust to share wisdom, sweat the details and have their back when things get tough.
We are one of the world’s largest apparel, footwear and accessories companies, connecting people to the lifestyles, activities and experiences they cherish through our family of iconic outdoor, active and workwear brands.
You can do what you love and accelerate a career here with far less limitations than elsewhere.

Supervisor, Service Desk

VF Corporation

Undisclosed

Midvalley

Full-Time

This job is no longer available