About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Get to Know our Team:   

The Global Service Delivery (GSD) team is responsible for Agoda’s office infrastructure and staff connectivity. We provide the hardware, software, and access to resources that allows staff to achieve their goals. We operate in 10 different countries, providing 24/7 support to all Agoda employees. Whether in the office, working remotely, or traveling, we enable everyone to stay connected. The GSD team uses state-of-the-art cloud management technologies combined with the best of on-site services to manage the latest hardware running Windows, macOS, and Linux.

The Opportunity:  

As a First Level Technical Support Manager, you'll be responsible for leading and managing a team of technical support specialists who provide both remote and in-person support. Your mission is to ensure swift and efficient troubleshooting and resolution of technical issues to maintain the highest level of customer satisfaction. This role demands a comprehensive understanding of our product suite, the ability to effectively lead and inspire a team, and a strong data-driven approach

 In this Role, you will get to:   

• Lead and inspire the IT Support Helpdesk team to deliver excellent customer service.
• Employ a data-driven approach to assess team performance and generate insights that drive improvements.
• Communicate regularly with senior leadership, providing performance metrics and actionable insights.
• Monitoring and analyzing support performance metrics to identify opportunities for improvement.
• Proactively develop and implement support protocols and procedures based on data-driven insights.
• Liaise with project managers and stakeholders, providing essential IT input on upcoming projects and ensuring seamless integration and functionality.
• Monitor and manage team KPIs, ensuring timely achievement of targets.

What you'll Need to Succeed:  

• Demonstrable experience in a similar role managing a technical support team.
• Strong technical knowledge of Servicedesk software (Manage Engine Servidedesk Plus), Jira, Confluence and Office 365
• Excellent understanding of IT support processes like Incident Management, adherence to Service Level Agreements (SLAs), and prioritizing using the Priority Matrix, etc.
• Exceptional leadership and people management abilities.
• Strong problem-solving skills and the ability to make decisions under pressure.
• Advanced data analysis and interpretation skills.
• Excellent communication skills, both written and verbal.
• Proven ability to manage heavy workloads while balancing multiple priorities.

• Hybrid Working Model
• WFH Set Up Allowance
• 30 Days of Remote Working from anywhere globally every year
• Employee discount for accommodation globally
• Global team of 90+ nationalities
• 40+ offices and 25+ countries
• Annual CSR / Volunteer Time off
• Benevity Subscription for employee donations
• Volunteering opportunities globally
• Free Headspace subscription
• Free Odilo & Udemy subscriptions
• Access to Employee Assistance Program (third party for personal and workplace support)
• Enhanced Parental Leave
• Life, TPD & Accident Insurance

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Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.