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

KPIs

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 :

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.

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