北京招聘

Job Summary

The Country Deskside Services Manager serves as the primary liaison between  IT Support groups and Enterprise Support Teams to ensure timely and quality delivery of contracted services. The Country Deskside Services Manager is responsible for the direct oversight of all Deskside personnel in China, client communications, reporting, customer service, and maintaining quality standards and SLAs.  The Country Deskside Services Manager will supervise the team members working in various locations, in the geographic region, who are the first line of support for user-initiated requests for support or service. This role reporting to the APAC Regional Deskside Services Manager directly and to the APAC Regional Site-Services Assoc-Director.

The Country Deskside Services Manager will participate in and/or lead projects as assigned by management. The Country Deskside Services Manager will also interact directly with the Service Desk Manager, regional depot team and client regional and local management on both a daily and weekly basis to ensure cohesiveness across the support operation.     

Principal Responsibilities:

· Responsible for overseeing the day to day responsibilities of the Services team members including:

o Deskside Support Services (steady state and project related)

o Procurement Support & Asset Management – responsible for the timely processing of incoming procurement orders from users and the management of assets such as laptops, iPads and desktops.  Develop process for strict controls and adherence.

o Manage local vendors for any local contracts

o Mobility Support

o VIP support

· Liaison for  VIPs and other key business stakeholders including:

o Relationship management with key stakeholders

o Single Point of Contact for key business stakeholders for all work within scope

o Coordinate and provide internal training to local users (for example, new technology) and help users to be familiar with equipment and IT-tools.

· Managerial Responsibilities to include:

o Team Management

§ Manage to and achieve client business requirements as outlined in customer service agreement

§ Ensure that all Service Now tickets are responded to both accurately and in a timely fashion

§ Foster and develop a ‘partnering’ relationship with team members and clients

§ Forecast and manage to case load

o Reporting

§ Generate workload statistics and reporting

§ Reporting and SLA management

o Process Management

§ Document standard operating procedures pertaining to the various operations

§ Ensure that the reference library and documentation is available and properly maintained

§ Ensure effective communication among other support groups within the department and company

§ Manage all escalation processes

§ Manage and document user feedback to improve Site-Support at all China sites

§ Works in conjunction with and senior management.

§ Participate in various projects as assigned

§ Collaborate with Regional Site-Support for BTS-projects/tasks

§ Make recommendations for efficiency and cost savings

§ Serve as project manager when appropriate

§ Assist in technician quality assessment

§ Participate in client conference calls related to projects and operations

o HR and Administration Management

§ Technician hiring, scheduling, training, and performance management

§ Work with Accounting and Human Resources for the processing of related paperwork including timesheets and overtime submittal for technicians (temporary and full time)

§ Collaborate with Regional Site-Support for annual-budget planning

§ Supervise technician performance

§ Schedule to ensure adequate support coverage among staff

§ Manage overtime forecasting and schedule adjustments as required to ensure adequate coverage

§ Administer annual performance appraisals

§ Administer and maintain accurate attendance records

§ Oversee the process for ongoing training of technician staff

Job Requirements

Skills

· Excellent English and Chinese Language verbal and written communication skills

· Excellent teamwork skills

· Dedication to customer service - Enthusiastic to engage customers

· Good communication with customers (especially with VIPs)

· Hardworking, Committed and focus on tasks

· Microsoft Office Suite, Windows Operating Systems, VPN client software (Citrix; Juniper), Remote Desktop tools (Bomgar)

· Collaborative tools such as MS-Teams, Zoom, and WebEx

· Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario

· Proficiency with network infrastructure troubleshooting, including a basic knowledge of Microsoft Infrastructure and network

· Hardware troubleshooting and repair

· Technical support in the Pharmaceutical Industry preferred.

· Ability to perform root cause analysis and determine appropriate course of action based on result

Education

· Technical school, 2 or 4 year college degree, or 3-5 years related educational experience, or equivalent

· Certifications such as A+, MCP and MCSE a plus but not required

Experience

· Minimum of 3 years of management experience supervising technical personnel in a service environment

· Minimum of 6 years of previous deskside support experience

Working Relationships 

· Maintain inter-department relationships to resolve client requests

· Effectively communicate with both internal and external clients

· Develop communication and working relationship with manager

Competencies

· Adaptability

· Analysis

· Customer Service Orientation

· Functional Job Knowledge

· Initiative

· Judgment/Decisiveness

· Managing Stress

· Negotiation

· Oral Communication

· Persuasiveness/Influence

· Planning and Organizing

· Root Cause Analysis

· Teamwork Orientation

· Technical and Professional Competence

· Work Standards

· Technical and process support documentation

大连隆基科技始创于2009年，是一家以计算机软件技术为核心，通过软硬件产品结合研发的策略，为各行业提供优质的信息化产品及解决方案的高科技公司。业务范围覆盖技术咨询、调研分析、方案设计、软件开发、系统集成、售后支持等服务，专注于高科技、金融、医药、制作等领域并积累了丰富的经验。
隆基通过多年积累，已经形成了包括：行业解决方案、应用解决方案、工具平台解决方案、企业基础数据平台解决方案、基础设施平台等多种服务于企业全面IT战略的综合解决方案。提供的服务涵盖了“企业咨询服务、企业数据服务、企业应用服务、企业治理服务”全部领域。

隆基总部位于大连，在上海、北京等地分别设立研发团队，形成了一个包含资深业务专家、项目经验丰富的管理人员及优秀的技术研发人才在内的团队。

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