Service Desk and Support Manager

Holborn Assets are a leading global financial services company with over 650 staff located in 14 countries providing financial products and services primarily to the offshore market. Established in 1999 and headquartered in Dubai, UAE, the company has recently relocated some of its operations to Limassol, Cyprus.

Holborn sees the future of the financial services industry as having a state-of-the-art IT offering for their clients and staff. Therefore, we are focusing on IT systems which include CRM, back-office, financial reporting, mobile apps, VoIP, research, integrations with product providers, collaboration and training tools.

We are looking for a Service Desk and Support Manager.

Job Description

We are currently in the implementation stage of a companywide CRM solution. We are looking for someone who can manage a Support and Service Desk to carry out the following:

  • Providing a first-contact resolution for clients and users
  • Ensuring issues are resolved in an agreed timely manner
  • Effectively managing user expectations
  • Setting the organizational standard for user engagement
  • Establish best practices through the entire technical support process
  • Serve as a communication channel between users and the IT organization
  • Identifying and pursuing service improvement initiatives
  • Managing complaints, suggestions, and compliments
  • Involvement with user training on IT systems and CRM
  • Assisting on on-boarding of new employees and clients
  • Manage a team who are working remotely and on various time zones
  • Conducting and sharing results from service and operation performance reviews
  • Help support business-wide and IT objectives

Job Requirements

  • Very good English
  • At least 3 years’ experience in running a Support Desk
  • Ideally have BSc degree in Computer Science, Information Technology or relevant field
  • Hands on experience with help desk and remote-control software
  • Solid technical background combined with customer service experience with an ability to give instructions to a non-technical audience
  • Excellent communications written and verbal skills, including the ability to be influential and persuasive with stakeholders
  • The ability to build a cohesive team and to manage remote staff effectively
  • Knowledge and understanding of best practices for service management
Job Category: IT
Job Type: Full Time
Job Location: Cyprus

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