Customer Experience Lead

Overview

The Role : As the Customer Experience Lead within our Managed Services business, you will lead the Service Desk team providing excellent service to our managed service customers. You will monitor and drive key service stats and help coordinate resources to ensure high levels of service are maintained. This role combines technical resolution and team oversight, leaning on your technical knowledge to guide and coach the team in best practice resolution. The role requires adaptability to jump in and contribute to technical tickets with the techs when team workload requires it. Accountabilities

Lead, motivate, and prioritise the service desk team to achieve strong team performance, productivity, and engagement. Conduct performance reviews with the team, document and track their career and development plans. Monitor key performance trends, and proactively identify and mitigate any operational risks. Ensure the team are delivering positive customer outcomes within the agreed service level agreements. Act as the escalation point for any critical operational issues for your team. Encourage a collaborative and supportive team environment. Diagnose issues and provide solutions, utilising knowledge entries to achieve service restoration where possible. Regularly review your team’s operational processes to ensure documentation and knowledge bases are maintained and current. Attend meetings with customers as required with Service Delivery Managers. Contribute to L2 ticket troubleshooting and resolutions. About You

You will display and apply a customer-first attitude in each interaction. Illustrate an understanding of wider business goals and objectives. Hold previous experience in a Service Centre or Managed Service environment. Demonstrate a strong understanding of ITIL processes and have ITIL Foundation accreditation as a minimum. Possess excellent written and verbal communication skills in English. Be conscientious of workload and work distribution with the ability to work autonomously throughout the team. Exhibit demonstrable experience of being a visible, approachable leader. Keen problem-solving mindset with the ability to guide teams to outcomes across a variety of IT support areas. Pride yourself on being a self-starter who works well under pressure with a high attention to detail. Exhibit excellent customer management skills and a strong understanding of Service Level Agreements. Exhibit passion and desire to develop and share knowledge. Have demonstrated technical experience in L2 end user support with regards to : Active Directory, Intune / Azure, Exchange Admin Centre, PowerShell / CMD. KPIs

Ticket performance compliance Customer satisfaction score within agreed target Phone answered or tickets responded within SLA Ticket triage compliance Customer update compliance Ticket age compliance Resolution SLA Most importantly, you are

Confident, Capable, Curious and Customer Obsessed . Being

Confident

means presenting your opinions or admitting when you don’t have the answer. Being

Capable

means having the skills you need to succeed, and able to learn the ones not yet in your wheelhouse. Being

Curious , your thirst for knowledge and self-improvement, your comfort in boldly questioning the status quo, and leaving ‘artificial harmony’ at the door help define you. Being

Customer Obsessed

means placing the customer at the heart of every decision, action and strategy. It’s about deeply understanding customer needs, anticipating challenges, and continuously innovating to deliver exceptional experiences. Benefits

As a valued member of

Logicalis Asia Pacific MSC

you will enjoy several benefits, such as : Supportive team environment : Confidential pulse checks show we are known for being “Unselfish with knowledge”, “Flexible and Diverse” and “Give a shout-out and there will always be help”. Pick your own adventure : Our people have moved from Helpdesk to Cloud-Engineering, Admin to Project / Program Management, Project Management to Product Development. If something interests you, we’ll fund you to learn it, so you can become it. Breadth of experience and purpose : People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success. Flexible, modern, working arrangements : A hybrid working model that allows for a balance of productive remote working and in-person collaboration. Do I need to meet all the requirements to apply?

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don’t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can’t teach is Character – i.e. Confidence, Capability, Curiosity. About us

We are Logicalis, Architects of Change. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients\' digital ecosystems. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology. For people living with disabilities or neurodiversity; adjustments and support will be made available to create a more comfortably aligned application process. If you need any specific accommodations (tools, time, etc.), and feel comfortable disclosing this, please let us know and we’ll be glad to facilitate.

#J-18808-Ljbffr