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IT Service Desk Manager

Job Description

The Job

- Responsible for the support of end user technology of approximately 4500 internal users worldwide

- Plan and ensure successful project implementation and support transition, with minimal impact on customers (including coordination or offices moves)

- Ensure high quality customers interactions and relations with the business

- Lead and motivate the Service Desk support team on a daily basis and ensure high level of services to end users

- Responsible for all aspects of team management (resources planning, skills development, train, appraisal, etc.)

- Ensure all services provides are in line with agreed service levels

- Responsible for new client implementation and set up

- Monitor and report on services for continuous improvement

- Work with the Head of Service Delivery for objectives setting and ongoing development of the IT Desk Support Services

- Contribute to the strategic long term IT plans

- Supplier management: interact with and select external suppliers, review existing 3rd party supplier’s services, build working relationships with vendors, suppliers and service providers, ensure costs are kept to minimum

- Evaluate new end users technologies, provide technical appraisals, review and roadmap existing software/hardware to plan replacements and upgrades

- Participate in IT onsite support

- Ensure that all end user technology services comply with licensing requirements and participate in hardware asset management processes and stock management

- Forecast and budgeting, providing input for EMEA operational costs in relation to end user technologies

- Ad hoc projects and duties on request

 

The Profile

- Excellent level of English + European language is a plus

- Previous similar experience (min 2-3 years in such a role) as IT Service Desk Manager

- Pan-European or Global team management experience is a must

- Proven management experience of remote direct reports

- Proven previous Supplier Management experience

- Strategic thinking

- Strong organization skills, ability to work in pressurized environment and multitasking

- Active listener, motivated, positive with strong work ethic

- Knowledge of end user hardware environment, technical skills for the administration and exploitation of hardware clients and knowledge in creating end user documentation

- Asset management experience

- Strong analytical skills, focused and results oriented

- Excellent communication and relation management skills

- Degree is computing technologies preferred

- ITIL Technical Certification is a plus

 

The Offer

- Salary package based on level of experience

- A role in an exciting and growing company

- A job with many challenges and variety

- High level responsibilities within the company

 

Reference: GSDM01

Ref: GSDM01

Location

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