Support Manager / Service Desk Manager at Parvana

Role Responsibilities:

• Contribute to the ownership, management, and maintenance of our clients support portal.
• Analyse data and set tactical goals for the External Service Desk.
• Ensure a successful and aligned transition with standard operational processes.
• Ensuring that the process is fit for purpose and use, and that key stakeholders are kept up-to-date on any process changes.
• In the Monthly Service Review meetings, you will present process stats and trends to relevant parties.
• Conduct customer reviews and work with the Customer Centricity, Experience Practice & groups to perform design thinking and ensure continuous improvement via our clients support portal.
• Responsible for owning and managing core ITIL processes such as Chatbot & Chat, CSI Management Processes, and Portal UX.

Preferred Qualifications:

• Bachelor's degree in Bachelor's degree in Business/Information Technology, or equivalent experience

Relevant Skills / Experience:

• 10 years' experience as a Service Desk Manager or in Service Management.
• Experience in people and stakeholder management is essential.
• Ability to implement ITSM tools and Chatbot Customer Journey mapping is also a key requirement.