Senior Manager, Help Desk - Amadeus

Overview¿No sabe con seguridad qué habilidades necesitará para esta oportunidad?Simplemente lea la descripción completa a continuación para obtener una idea clara de los requisitos del candidato.In this role, you will lead the Level 1 customer support team across Asia Pacific to ensure fast, accurate issue resolution and high customer satisfaction.You will drive SLA adherence, monitor KPIs, and continuously improve support processes in partnership with other departments.You’ll build a strong, collaborative culture and manage budget and talent to deliver world-class service.This is a strategic leadership position at a hospitality tech company focused on operational excellence and customer-centric delivery.ResponsabilidadesLead and manage the Level 1 customer support team to achieve high-quality service and meet/exceed SLAs and KPIsIdentify and implement process improvements to increase efficiency and effectivenessCollaborate with R&D, Product, Technical Operations and other departments to ensure seamless product supportMonitor customer feedback and satisfaction metrics and implement enhancementsDevelop and maintain a dashboard of performance metrics and report to senior managementManage the budget for the Level 1 support team and optimize costsRecruit, onboard, and develop team members and create career development plansLead Amadeus Hospitality activities in the Manila office to foster engagement and cross-functional collaborationRequisitos principalesDegree in business administration, operations management, engineering, IT or related fieldMBA preferred10+ years in operations management, specifically in support/service functionsExperience in qualifying, troubleshooting, and resolving technical problemsStrong negotiation and arbitration skillsExcellent communication xqziphu to articulate strategy and solutions to customersStrong problem-solving and resolution abilitiesProject management skills with ability to organize and prioritize work plansFamiliarity with Microsoft operating system environments and open-source platformsExperience in Hospitality technology is advantageousstrong leadership and people developmentcustomer-centric mindsetcross-functional collaborationMicrosoft operating system environmentsopen-source platformsproject management

MBA preferred 10+ years in operations management, specifically in support/service functions Experience in qualifying, troubleshooting, and resolving technical problems Strong negotiation and arbitration skills Excellent communication xqziphu to articulate strategy and solutions to customers Strong problem-solving and resolution abilities Project management skills with ability to organize and prioritize work plans Familiarity with Microsoft operating system environments and open-source platforms Experience in Hospitality technology is advantageous strong leadership and people development customer-centric mindset cross-functional collaboration Microsoft operating system environments open-source platforms project management