Key purpose

To lead and manage the Service Desk operations within the NOC Business Support Systems (BSS) team. This role is pivotal in ensuring exceptional support to airline customers as they utilize Satcom-based In-Flight Connectivity (IFC) services.

Key accountabilities

• Lead and manage the NOC Service Desk team, ensuring effective handling of customer queries, incidents, and service requests.
• Oversee the ticket management process, ensuring all cases are logged, prioritized, assigned, and resolved within agreed SLAs.
• Monitor service desk performance and provide regular updates to leadership on key metrics such as resolution time, first-call resolution, and customer satisfaction.
• Serve as the primary escalation point for complex customer issues, ensuring prompt and effective resolution.
• Collaborate with airline customers to address their concerns, communicate issue status, and deliver updates on incident resolution.
• Build strong relationships with key airline partners to understand their needs and improve the overall customer experience.
• Train, mentor, and develop a team of Service Desk agents, ensuring they are equipped with the skills and knowledge to deliver high-quality support.
• Schedule and allocate resources to ensure adequate coverage in a 24/7 operational environment.
• Conduct performance reviews, identify areas for improvement, and implement plans for individual and team development.
• Continuously evaluate and enhance service desk processes to improve efficiency, customer satisfaction, and service delivery.
• Develop and implement standard operating procedures (SOPs) for handling incidents, service requests, and escalations.
• Identify recurring issues, coordinate with engineering and NOC teams, and contribute to root cause analysis and permanent solutions.
• Track and analyse service desk KPIs, generating performance reports and identifying trends to drive improvements.
• Provide actionable insights to leadership on areas such as ticket volume, incident resolution times, and customer satisfaction scores.
• Present regular updates to internal and external stakeholders on Service Desk performance.
• Work closely with NOC operations, network planners, fulfilment teams, and engineering teams to coordinate resolutions for customer issues.
• Facilitate communication between internal teams and airline customers to ensure alignment and transparency during incident resolution and order fulfilment.
• Support major incident management by ensuring effective communication and timely updates to customers and stakeholders.