Global Technical Helpdesk Manager - Agoda

Agoda seeks a Global Technical Helpdesk Manager to lead Level 1 IT support operations. The role involves managing frontline teams, driving service excellence, and ensuring a high-quality, customer-centric support experience. Responsibilities include leading global helpdesk operations, setting and tracking team OKRs, overseeing daily service operations, and ensuring incident and request processes are followed. The manager will use data to improve workflows and work closely with Infrastructure, Security, Engineering, and business teams. Key qualifications include a Bachelor's degree in IT or related field, 7+ years of experience in IT support or leadership, and strong understanding of ITIL/ITSM practices. Familiarity with Microsoft 365, Entra, Active Directory, and ITSM tools like ServiceNow is required.

Lead and improve global Level 1 IT helpdesk operations, ensuring performance against SLAs and KPIs.

Set, review, and track team OKRs, ensuring alignment with business priorities and team involvement.

Oversee daily and weekly service operations, including reporting on ticket volumes, response/resolution times, CSAT, and recurring issues.

Ensure incident and request processes are followed effectively, with timely escalation to reduce business impact.

Use data and insights to improve support workflows, service quality, efficiency, and user experience.

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

7+ years of experience in IT Support, IT Operations, Service Desk, or Helpdesk leadership roles.

Experience leading frontline or Level 1 support teams in a fast-paced enterprise environment.

Strong understanding of ITIL/ITSM practices, especially Incident, Request, Problem, Knowledge, and Service Level Management.

Experience managing and reporting on SLAs, KPIs, and OKRs.

Familiarity with Microsoft 365, Entra, Active Directory, Google Workspace, and Windows/macOS support.

Experience with ITSM tools such as ServiceDesk, ServiceNow or Jira Service Management.

Strong analytical, communication, stakeholder management, and problem-solving skills.

Strong organizational and time-management skills, with the ability to manage multiple priorities.

Exposure to automation, workflow optimization, and API-based tools to improve support efficiency

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