Senior Manager, Help Desk

Amadeus
Bangkok, San Jose, Singapore, Barcelona
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Negotiation","Project management"]

Senior Manager, Level 1 Customer Support in Asia-Pacific oversees day-to-day operations of the Level 1 support team, ensuring SLA adherence, monitoring KPIs, and driving continuous improvement. This role collaborates with R&D, Product, Technical Operations and other departments to deliver high-quality service, manage budgets and talent, and enhance customer satisfaction across Amadeus Hospitality in the APAC region.

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FursaFursa
Amadeus
Amadeus
6 months ago

Senior Manager, Help Desk

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Last checked: 16 hours agoStatus: Live

Job Summary

Senior Manager, Level 1 Customer Support in Asia-Pacific oversees day-to-day operations of the Level 1 support team, ensuring SLA adherence, monitoring KPIs, and driving continuous improvement. This role collaborates with R&D, Product, Technical Operations and other departments to deliver high-quality service, manage budgets and talent, and enhance customer satisfaction across Amadeus Hospitality in the APAC region.
Location: Bangkok, San Jose, Singapore, Barcelona
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead and manage the Level 1 customer support team, providing guidance and development opportunities while ensuring inquiries and issues are resolved promptly and in line with SLAs and performance metrics.
  • •Identify and implement improvements to customer support processes to enhance efficiency and effectiveness in collaboration with the Customer Care Governance and Operations Team
  • •Collaborate with R&D, Product and Technical Operations to ensure seamless support for all products and services
  • •Monitor customer feedback and satisfaction metrics, implementing strategies to improve customer experience and loyalty
  • •Develop and maintain a portfolio of metrics and regular reports for senior management, ensuring transparency and accountability

Key Requirements

  • •A degree in business administration, operations management, engineering, IT or a related field; MBA preferred.
  • •Significant experience (10+ years) in operations management, specifically in support and service functions
  • •Experience in qualifying, troubleshooting, and resolving technical problems
  • •Strong negotiation and arbitration skills
  • •Project management skills with experience in organizing, prioritizing, and facilitating complex work plans
Experience:10+ yearsHospitality technology
Education:Bachelor's
Skills:CommunicationProblem-solvingNegotiationProject management
Tech Stack:WindowsOpen-source

Company Brief

Amadeus
Provides technology solutions for the global travel industry, including reservation systems, distribution, airline IT, hospitality, and data-driven services to travel providers, agencies, and OTAs to manage bookings and operations.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Madrid, Spain
Founded: 1987
WebsiteLinkedIn