.. The Warehouse Supervisor is responsible for the monitoring of the whole warehousing .. Supervisor is responsible for the monitoring of the whole warehousing process from inbound, inventory and outbound. You will be challenged to implement .. read more
Youtap, a leading provider of customer retention, financial services, retail, loyalty and transit applications, is seeking an experienced Global Service Desk Manager to join our team in Jakarta, Indonesia. Youtap is centralizing its Global Service Desk in Indonesia. Join our large team of software professionals. This role is pivotal in establishing Youtap's commitment to providing exceptional 24/7 customer service. The successful candidate will be responsible for the creation, staffing, and procedural establishment of our service desk, ensuring our support operations run smoothly and efficiently to meet our customers' needs. This is a senior role and reports to the Head of Services with a dotted line to the CEO. Key Responsibilities: You will have a deep understanding of Jira Service Desk and its escalation capabilities. You will be used to managing priority tickets and service level agreements. You will have managed a Software Service Desk before and be familiar with cloud and application architectures. You will speak fluent English as well as Bahasa. You will perform the following functions: Service Desk Establishment: Lead the setup of a 24/7 global service desk from the ground up, including infrastructure, software, and protocols to ensure efficient operation and service excellence. Run and Manage: Run and manage a 24/7 global service desk, ensuring that the service desk is operational 24/7 and staff are available to service customers globally 24/7. Ensure customers receive escalation and feedback according to their SLA and Priority Tickets. Team Leadership and Staffing: Recruit, train, and manage a team of service desk professionals, fostering a culture of high performance, continuous improvement, and exceptional customer service. Procedure Development: Develop and implement standard operating procedures for the service desk, ensuring a consistent and high-quality customer service experience. Software Engineering Oversight: Utilize your background in software and application development to oversee the integration and maintenance of service desk technologies. Customer Management: Cultivate deep relationships with customers through excellent service, leveraging your extensive experience in customer management and services. Technology Expertise: Apply your understanding of cloud architectures, including Kubernetes and Helm, and your knowledge of databases (particularly PostgreSQL) and Java, to support and enhance service desk operations. Troubleshoot and support customers with Apps written in Flutter, REACT and Node.JS. Reporting and Analysis: Regularly evaluate service desk operations and customer feedback to identify trends, make recommendations for improvement, and report on service desk performance to senior management. Requirements Educational Background: A bachelor's degree in Computer Science, Software Engineering, or a related field. A master's degree is preferred. Professional Experience: Extensive experience in software and application development, with a strong background in setting up and managing customer service desks. Previous leadership roles are highly desirable. Technical Skills: Deep understanding of cloud architectures (e.g., Kubernetes, Helm), databases (especially PostgreSQL), and programming languages such as Java. Deep understanding of Application Development and Support including application development environments such as Flutter, REACT and Node.JS. Experience with Atlassian Jira and Confluence is a must, along with exposure to Agile software environments. Customer Service Excellence: Proven track record in customer management and service, with the ability to establish and maintain high customer satisfaction levels. Communication Skills: Exceptional ability to communicate effectively, both orally and in writing, in English. Additional languages are a plus. Personal Attributes: Customer-facing personality, with a focus on problem-solving, team leadership, and the ability to work under pressure. Business Experience: Experience in the banking, finance or telecommunications sectors in a technical customer services management role. With exposure to running and managing a 24/7 support environment with in office and on-call engineering staff is highly desireable. Benefits A senior role within Youtap, in a dynamic and challenging environment where you can grow and make a significant impact. The opportunity to work with a global team of professionals dedicated to revolutionizing the financial services and mobile applications landscape. Competitive salary and benefits package, reflective of your experience and expertise.