Youtap Limited seeks a highly motivated and experienced Software Service Desk Manager to join our team. As the Global Service Delivery Manager, you will oversee the delivery of exceptional customer service and IT support to internal users and external clients. You will lead a team of service desk professionals, ensuring that all incidents and service requests are resolved promptly and efficiently. This is an excellent opportunity for a customer-focused IT professional with strong leadership skills.
Youtap Limited is a leading digital banking, wallet, and payment solutions provider. Our innovative technology transforms customer engagement and drives sustainable finance globally.
Youtap's shareholders include, Verifone Inc and Salim Group.
Reports to the Head of Global Services.
Requirements Responsibilities: Manage and lead a team of service desk professionals, including performance management, coaching, and training. Oversee the delivery of IT support services to internal users and external clients, ensuring high levels of customer satisfaction. Develop and implement service desk processes and procedures to optimize efficiency and customer service. Monitor service desk metrics, analyze trends, and implement improvements to achieve service level targets. Act as a point of escalation for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders. Collaborate with other IT teams to identify and resolve IT infrastructure and application-related issues. Proactively identify opportunities for service improvement and drive the implementation of service desk best practices. Ensure compliance with IT policies, standards, and procedures. Manage vendor relationships and contracts related to IT service desk support. The Service Desk operates 24 hours, 7 days a week; you will be responsible for coordinating the resourcing of the service desk and managing call-outs. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. Minimum of 5 years of experience in IT service desk management or related roles. Ideally, you will have a software development background. Must have Cloud Services experience (Google Cloud, MS Azure, AWS), including Kubernetes, Helm, and other cloud deployment technologies. Must have exposure to front-end application development (Apple and Android). Must have exposure to backend development (Java, GoLang, Spring Boot). Strong leadership skills with the ability to motivate and inspire a team. Proven experience in implementing and improving service desk processes and procedures. Excellent interpersonal and communication skills, building relationships and collaborating effectively with stakeholders at all levels. Strong problem-solving and decision-making skills. Experience with IT service management frameworks, such as ITIL. Knowledge of IT infrastructure technologies, including networks, servers, and desktop systems. Experience with service desk tools and incident management systems. ITIL certification is desirable. Benefits Competitive salary package Great working environment Opportunities for career advancement and professional development
