Help Desk, Team Leader - Taguig

Job Title

Help Desk, Team Leader

Job Title:

Help Desk, Team Leader

In this job you will:

Business Environment:

We are looking for an intellectually curious, customer-obsessed Team Leader, who has a record in building teams through effective and strong leadership and has empowered people to help customers succeed.

Purpose:

• Lead and Expand: Oversee and expand a diverse team of support engineers across the APAC region, ensuring superior service delivery to Amadeus Airport IT customers. Manage incident and problem resolution and enhance customer support processes and outcomes.
• Strategic Impact: Play a crucial role in enhancing customer satisfaction and product quality, while driving continuous improvements in customer success with Airport IT products. Strategize and implement advanced service level agreements, support quality metrics, and customer satisfaction initiatives. Lead transformative changes in service methodologies, application performance, and operational practices.
• Stakeholder Engagement: Engage directly with internal stakeholders in other department or customers during meetings to discuss progress, action plans, and detailed resolutions. Act as a senior liaison among various managerial layers to foster improvements in departmental and corporate operational efficiencies.
• Leadership and Development: Product Champion team development, focusing on advanced coaching techniques, skill enhancement, and the creation of robust talent pipelines. Formulate and oversee the adoption of global frameworks and methodologies that ensure scalability and effectiveness from inception through to maintenance.
• Customer Advocacy and Collaboration: Represent Amadeus in strategic discussions with customers, advocating for their needs. Collaborate closely with internal teams including Amadeus Research and Development to spearhead initiatives that significantly boost customer experiences and operational efficiencies, embodying and promoting a culture of customer obsession within the organization.

Key Responsibilities:

• Strategic Leadership and Operations Management: Oversee the day-to-day operations within your team, ensuring alignment with broader business goals. Spearhead strategic initiatives that enhance operational effectiveness and service delivery standards across the region.
• Talent Management: Lead talent acquisition, development, and retention strategies to build a robust team. Create a culture that attracts, nurtures, and retains top talent while promoting Amadeus values of excellence, collaboration, accountability, and customer-first mindset.
• Enhance Team Performance: Drive outstanding results through effective teamwork. Set clear objectives and KPIs that align with organizational goals. Continually assess and optimize team performance and operational procedures to ensure maximum efficiency and effectiveness.
• Advanced Coaching and Development: Provide expert coaching and motivation to team members. Implement developmental plans that elevate skills and prepare individuals for future roles, fostering a pipeline of leadership.
• Cross-Functional Collaboration: Enhance customer experience by fostering seamless collaboration with other technology and support teams. Act as a bridge to integrate efforts and streamline processes across departments.
• Operational and HR Management: Manage all HR-related activities for the department, from recruitment and interviewing to conducting performance reviews and inputting salary adjustments. Ensure compliance with all company and HR policies.
• Communication and Reporting: Maintain open lines of communication within the team and across departments. Regularly report on team metrics, achievements, and areas for improvement to senior management.
• Problem Solving and Innovation: Encourage a proactive problem-solving attitude within the team. Drive continuous improvements by identifying and removing roadblocks, enhancing case resolution processes, and optimizing resource allocation.

About the ideal candidate:

• Excellent communication skills: Proficient/Fluent in English - Verbal and Written is a must
• Degree in IT or computer science/engineering and/or relevant work experience.
• 3-5 years experience in a Help Desk, Team Lead role or similar. People management skills.
• Certification in IT Systems and ITIL Fundamentals is a plus.
• Flexibility to work on multiple projects simultaneously and adjust to changing requirements.
• Problem-solving approach with the ability to find alternative solutions.
• Able to understand customers’ needs and resolve conflicts.
• Flexibility and desire to work in a multicultural environment.
• Availability to work on day shifts, weekends, and holidays as part of a global follow-the-sun support team. Mostly Mid Shift schedule. Hybrid work setup in BGC, Taguig.
• Leadership, excellent interpersonal and organizational skills
• Analytical, methodical, and structured
• Proactive and quick in action, Willing to embrace change
• Excellent Customer support background
• ITSM/CSM tools. Intermediate Windows client OS and Windows Server OS knowledge. Linux OS knowledge is a plus
• Intermediate Virtual machine management knowledge, remote management and deployment software
• Scripting knowledge is a plus
• Networking fundamentals, Database fundamentals
• Airport software or airport operations background is a plus

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.