General Information

Req #
Career area:
Selangor Darul Ehsan
Thursday, November 11, 2021
Working time:

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

The one thing that’s missing? Well… you...

Description and Requirements

Role and Job Profile: Team Manager

1. Role Specific Profile

A. Profile ID (ID number based on global framework)

Version 1.0

Date of release 2021/10/25

B. Organizational Frame

Function IDG -Global Smart Support

Sub Function Contact Center

Role Title Team Manager

C. Mission of the Role

Functional and disciplinary responsible for managing a dedicated team within the Service Desk organization.

Ensure timely and high quality delivery of services as well as providing continuous improvements within area

of responsibility. Manage service delivery costs within assigned team. Development of assigned employees to

deliver continually improved service to meet customer needs and ensure customer satisfaction. Supports

assigned team in daily business and also works in the line. Support of definition of principles and guidelines

within area of responsibility

D. Reporting and Interfaces to other Roles

Reports to Global Smart Support Contact Center Lead

Direct Reports

(disciplinary responsibility if applicable) Yes

Matrix Reports

(functional responsibility if applicable) No

E. Key Accountabilities

Strategy and Planning

· Supports team members actively to resolve tickets.

· Supports introduction of new customer projects.

· Responsible for the clarification of ambiguous incidents or orders.

· Development, adjustment and implementation of efficient procedures and processes considering the

existing rules and guidelines.

Customer Relationship (external as well as internal)

· Supports Service Desk Lead and in communication to customers regarding Service Desk operations

(e.g. major escalation, large RFP explanations). If required, leads the design and implementation of

client specific service improvement programs.

Operational Deliverables and Contribution

· Ensures contractual agreements concerning SLAs and KPIs are achieved.

· Responsibility to ensure all inbound customer service requests into the team are responded to

promptly and to defined procedures and service levels.

· Ensures that team members will report on faulty master data and initiates corrections. Briefs assigned

employees on any relevant changes e.g. processes, tools, customer setup etc.

· Clarification or forwarding of escalations and complaints to relevant party.

· Regularly monitor contract SLA and prevent violations in the Service Desk environment.

Processes and Improvements

· Contributing to the optimization of processes (Change Management)

· Proactively inform Service Desk Lead about potential problems and offer improvement suggestion, if


· Review usage of corporate knowledge base for all assigned employees.

· Ensure the required knowledge level (incl. changes in processes) within the team. Encourage

employees to increase the usage and share input to the Knowledge Base. Ensure quality verification is

constantly performed and monitored in the team

Knowledge Management

· Making sure a training governance plan and progress results are presented to ensure the quality on

the service desks are optimal at all times.

· The centralization of all knowledge tools and scripts are maintained and informed to ensure teams can

navigate easier to improve our customer’s perception.

· Conduct research and make recommendations on where we can maximize system usage.

Taking customer specifications and configuring systems to meet customer expectations

Leadership and People Management · Provide leadership to all assigned employees. · Communicate corporate and local targets and frameworks providing clear directions for all employees. · Motivate all assigned employees to deliver always give their best to achieve operational service excellence. · Develop "new talents" within the company for the future. · Encourage employees to take over accountability and responsibility. · Involved in Hiring and Recruitment of employees. · People driven A strong work ethos and always support one another to ensure we always get the desired results · Lead a team from the front, and always offer support. & mentorship · Creates solutions that enhance productivity, reduce costs

F. Key Competencies A competency is a measurable pattern of knowledge, skill(s), abilities, behaviors and other characteristics that an individual needs in order to perform work roles or occupational functions successfully. A defined competency helps to narrow down opportunities for improvement that can lead to greater accomplishments (e.g. result orientation, leadership). Please note down the key competencies.

· High service orientation with initiative behavior.

· Strength in communication and leading teams, process, and customer orientation.

· Ability to lead a group of people

· Ability to work under pressure.

· High sense of responsibility.

· High social competency and reliability.

G. Requirements


IT related Bachelor degree or Bachelor in business administration with technical background. In individual cases it

is possible to assign the function to an employee, if the essential professional knowledge is acquired by work


Work Experience

Min. 3 years experiences in a technical service desk environment required.

Skills / Acquired Knowledge

Strong company knowledge and product understanding from call rates to specific processes. Understanding of

the day to day Operations and experience in delivering improvement initiatives and providing Key KPI’s. Bringing

and bridging teams to work as one for the overall benefit of the business. With Excellent proactive


• Deep knowledge of administration and service processes.

• Expert knowledge in the required functional area.

• Fluent local language written and spoken in good manner.

• Highly Skilled English language are additionally implied (in speaking and writing).

• Extended Knowledge of IT industry is required.

• Technical Knowledge in operating systems, networks (WAN; LAN) and good analytical skills


• Very good skills in using MS Office products.

• ITIL Foundation Certificate recommended.

• Track record on successful employee responsibility and l