Assoc Mgr, Service Desk

IQVIA UK

Shinagawa, Tokyo, Japan
Not specified; annual bonus available; overtime py...
**
Contact center operations experience
Technical support leadership
Sla management and monitoring
** IQVIA UK is seeking an Associate Manager for their Service Desk to oversee technical support operations in Shinagawa, Tokyo. The role involves managing team performance, enhancing service quality, and ensuring compliance with service level agreements. **

Job Summary

  • This role leads the Technical Support Team within Contact Center Operations to ensure high-quality service delivery and SLA achievement.
  • The position involves managing team performance, conducting quality reviews, and overseeing training schedules to maintain operational excellence.
  • Candidates will drive process improvements, handle technical escalations, and contribute to a culture aligned with IQVIA's values.

Matching Summary

Match Score: 75

** IQVIA UK is seeking an Associate Manager for their Service Desk to oversee technical support operations in Shinagawa, Tokyo. The role involves managing team performance, enhancing service quality, and ensuring compliance with service level agreements. **

Salary

Not specified; Annual bonus available; Overtime pay available

Skills & Requirements

Must-have

  • Contact Center Operations experience
  • Technical Support leadership
  • SLA management and monitoring
  • Team coaching and performance feedback
  • Process standardization and SOP compliance

Nice-to-have

  • English communication skills
  • Troubleshooting knowledge
  • Help Desk operational experience
  • Workforce planning expertise
  • Continuous improvement mindset

Key Requirements

  • Leadership experience in contact center or technical support
  • Strong problem-solving and logical thinking abilities
  • Commitment to process compliance and quality improvement

Work Rights

Not specified

Tailored Resume

Cover Letter