Customer Experience Lead

We are seeking for a Customer Experience Lead to expand our team in Cyberjaya. As a Customer Experience Lead, you will play a crucial role in managing and overseeing the day-to-day operations of the service desk team. This role ensures that IT support services are delivered efficiently, meeting SLAs and customer satisfaction goals. You will guide and mentor analysts, handle escalations, drive continuous improvement in service delivery, and oversee the smooth transition of new and offboarding customers.
Responsibilities

• Own the operational strategy within your team.
• Track and report on operational key performance metrics, addressing any poor metrics and trends. 
• Lead and motivate your team to achieve strong performance, productivity, and engagement.
• Ensure services are delivered to customer Service Level Agreements
• Ensure your team is well organized and has the skillset and capabilities to manage the workload its responsible for.
• Conduct regular performance reviews, and responsible for documenting and tracking career and development plans with your team. 
• Reinforcing and regularly reviewing operational Logicalis processes to ensure documentation and KBs are maintained and current, and to initiate improvements as required.
• Plan and execute continuous improvement initiatives. Identify undesirable trends and patterns in KPM data and implement internal service improvement plans to resolve. 
• Work closely with relevant stakeholders such as Training and Quality Team etc to address and improve on any poor performance, quality, metrics, and trends.
• Act as the escalation point for any critical operational issues for your team in a timely manner.
• Other duties as required.

Requirements

• Bachelor’s degree in information technology or equivalent work experience (5 Years).
• Proven experience in a leadership or supervisory role within Managed Services.
• Excellent communication and interpersonal skills.
• Ability to make informed decisions under pressure.
• Have a passion and desire to develop and share knowledge.
• In-depth knowledge of managed services processes and best practices.
• ITIL Foundation certification is a plus.

#LI-LY1

Benefits

As a valued member of ‘Logicalis Asia Pacific MSC' you will enjoy several benefits, such as;

• Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"

• Pick your own adventure: Our people have moved from Helpdesk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we'll fund you to learn it, so you can become it!

• Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.

• Flexible, modern, working arrangements: A hybrid working model that allows for a balance of productive remote working and in-person collaboration.  

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 – ie 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.