Minor International (MINT) is a global company focused on three core businesses: restaurants, hospitality and lifestyle brands distribution. MINT is one of Asia’s largest restaurant companies with over 2,000 outlets operating system-wide in 19 countries under The Pizza Company, Swensen’s, Sizzler, Dairy Queen, Burger King, Thai Express, The Coffee Club, BreadTalk (Thailand) and Riverside brands. MINT is also a hotel owner, operator and investor with a portfolio of 155 hotels and serviced suites under the Anantara, AVANI, Oaks, Tivoli, Elewana Collection, JW Marriott, Four Seasons, St. Regis, Radisson Blu and Minor International brands in 24 countries across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and South America. MINT is one of Thailand’s largest distributors of lifestyle brands focusing primarily on fashion, home and kitchenware and contract manufacturing. Its brands include Gap, Banana Republic, Brooks Brothers, Esprit, Bossini, Etam, Charles & Keith, Pedro, Radley, Anello, Zwilling J.A. Henckels, Joseph Joseph and ETL Learning. Bemynt is MINT’s e-commerce platform offering premium fashion and lifestyle products. For more information, please visit www.minorinternational.com.

1. Job Purpose:

The Assistant IT Manager (Service Delivery-Service Desk) provides an important role for businesses, as it serves as the point of contact for all issues related to IT. In this critical role, The Assistant IT Manager (Service Delivery-Service Desk)  is responsible for effectively managing user expectations, setting the organizational standard for user engagement, serving as a communication channel between users and the IT organization, and, whenever possible, providing a first-contact resolution for users.

In addition to these essential tasks, The Assistant IT Manager (Service Delivery-Service Desk)  is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and, perhaps most importantly, often service as the face, or voice, of the organization to users. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as an important component of the IT team; committed to utilizing and responding to employee satisfaction metrics; and aware of the importance of utilizing regular performance metrics.

The Assistant IT Manager (Service Delivery-Service Desk) is serving as a point of contact for users and meeting user expectations. With that in mind, most users have some standard expectations for their interactions with a service desk. As a baseline, they expect that: their issue will be resolved in a reasonable and agreed-upon timeframe; that they will receive courteous and consistent service; that they will be informed, in language that is not technical jargon, about how their issue will be resolved; and that all members of The Service Desk will take ownership of their issue.

As the first point of contact for users for any IT issues, The Assistant IT Manager (Service Delivery-Service Desk) can have a big impact on user experiences and how businesses are viewed by users. As a result, it’s important that The Assistant IT Manager (Service Delivery-Service Desk)  is effective, efficient, and always improving. Having a strong service desk and support manager is one of the most effective ways to ensure that The Assistant IT Manager (Service Delivery-Service Desk)  meets and exceeds internal and external expectations.

Must be able to understand business systems in the workplace arena to provide the MINOR International Group. Similarly, requires strong leadership and communication skills as well as interpersonal skills and negotiating experience.

1. Main Duties:

• Responsible for managing daily operations of The Service Desk and ensure efficient and effective IT operations daily.
• Managing the Service Desk team, representing the team to other stakeholders
• Effectively managing, developing, and training The Service Desk team.
• Ensuring that all processes used by The Service Desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the Service Desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the support desk team, users, and other teams that are involved in service desk operations.
• Being aware of and managing the costs of running The Service Desk.
• Assemble the Service Desk team.
• Oversee and direct the activities of the Service Desk team.
• Receive complaints and inquiries from User and promptly work towards providing a solution to the problems.
• Train team members on the most efficient and effective ways of carrying out their duties.
• Organize meetings with the members of the Service Desk team.
• Attend board meetings on behalf of the IT service delivery team or appoint a member from the team to do so.
• File periodic reports to Senior IT Manager – Service Delivery on the performance of the team, users’ complaints, and suggestions.
• File report to Senior IT Manager – Service Delivery on the progress of any project under his/her supervision.
• Assist Senior IT Manager – Service Delivery in making decisions that will improve service delivery and user satisfaction.
• Integrate useful users’ suggestions into delivery plans and policies.
• Communicate with all parties involved in the service delivery process – team members, users, and Senior IT Manager – Service Delivery.
• Ensure efficient and effective management ofteam resources.
• Develop and maintain relationship with users and potential users.
• Work together with team members to develop service agreements and supports that will assist in service delivery.

• 3rd party management responsibilities. 

Qualifications

• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for The Service Desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• Strong customer orientation and able to manage customer expectations.
• A complete understanding of the organization’s business.
• An ability to think critically about systems and to make adjustments consistently as needed.
• The ability to manage time effectively while setting the tone of the team through modeling and leadership.
• Strong teamwork skills and attention to detail.
• Initiates, builds and maintains productive customer relationships.
• Comfortable working in a matrixed organisation with excellent communication and networking skills.
• Strong collaboration skills to build teams across business boundaries.
• Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality.
• Ability to work in a changing environment under pressure and within challenging timescales.
• Proficiency in English language both spoken and written.

Education

• Bachelor's or Master’s degree in Information Management, Computer Science, or IT related fields; an advanced degree is preferred.
• Strong knowledge and expertise in workplace technologies, information technology applications, systems and technologies within the retails or associated industry.

Experience

• At least 5-7 years of working experience on ITSM, IT project management and at least 3 years act as leading IT
• Strong experience in IT Operation Management, System, Network and telecommunications design and implementation.
• Experience of ServiceDesk Plus platform or ITSM Tool.
• Experience in customer service and leadership may be advantageous