Senior Manager, Help Desk

Amadeus

Tecnología de la información

08036 Barcelona, Cataluña - Spanien

Manager / Gestor de equipos

Experteer Overview

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.

Responsabilidades

Lead and manage the Level 1 customer support team to achieve high-quality service and meet/exceed SLAs and KPIs
Identify and implement process improvements to increase efficiency and effectiveness
Collaborate with R&D, Product, Technical Operations and other departments to ensure seamless product support
Monitor customer feedback and satisfaction metrics and implement enhancements
Develop and maintain a dashboard of performance metrics and report to senior management
Manage the budget for the Level 1 support team and optimize costs
Recruit, onboard, and develop team members and create career development plans
Lead Amadeus Hospitality activities in the Manila office to foster engagement and cross-functional collaboration

Requisitos principales

Degree in business administration, operations management, engineering, IT or related field
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 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

Descripción del puesto

In this role, you will lead the Level 1 customer support team across Asia Pacific to ensure fast, accurate issue resolution and high custome…

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