Service Desk Incident Manager

Job Summary

A company is looking for a Customer Incident Manager responsible for leading the resolution of customer service incidents across an international geography.

Key Responsibilities

• Ensure timely and clear communication regarding incidents and service requests
• Manage escalations and customer requests involving internal departments and external partners
• Provide mentoring and guidance to Service Desk Engineers while maintaining high levels of customer service

Required Qualifications

• Experience in Information and Communications Technology (ICT) products and services
• Ability to work autonomously in a fast-paced environment
• Familiarity with Service Operations processes such as Incident Management and Problem Management
• Experience in managing escalations and customer requests
• Ability to provide training and support to new starters