Offre d'emploi : Senior IT Service Desk Manager
You will lead a Service Desk team of skilled engineers providing 1st/2nd line IT support to the Group. The Service Desk is the end-users single entry point into IT. This is a vital position, critical to the good reputation of the IT department and responsible for high levels of user satisfaction.
You need to make sure the team operates accordance with ITIL best practice ensuring accurate recording and updating of all reported incidents and service requests resulting in timely and cost effective resolutions within the specified service level agreements.
The IT portfolio is varied, agile and complex which needs a good hands on understanding as well as a broad IT skillset in order to be an effective team manager as well as a point of escalation.
You must have the vision, creativity and enthusiasm to further develop the tools, methods and processes used by the service desk team as well as the people skills necessary to ensure team members contribute, feel part of, and buy in to your strategies.
In this role you will:
Provide leadership, line management, support and mentorship to all members of the Service Desk team.
Develop and support coordination with 2nd/3rd level support.
Develop and maintain the Incident and Request Management policies, processes and procedures.
Ensure the Service Desk adhere to all processes and procedures.
Review the overall efficiency and effectiveness of the Incident/Request Management Process, propose improvements; own implementation of these.
Escalate incidents to Senior Managers where appropriate.
Integrate reports, key performance indicators (KPI’s), metrics packages and related information for IT leadership and senior management.
Design and produce management information reporting and subsequent trend analysis
You will report to the Head of IT Governance.
Significant IT Service Management experience;
Proven ability to motivate service desk teams to ensure excellent service delivery;
Judgement and decision making in a high pressure operational environment;
Line management and resource planning experience;
Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;
Adequate level of technical expertise (Development and Infrastructure);
Strong will to learn;
Excellent oral and written communication skills;
Very good knowledge of Dutch, French and English;