Service Desk Manager (NATO)

Brussels  ‐ Onsite
This project has been archived and is not accepting more applications.
Browse open projects on our job board.

Description

Responsibilities:
*Manage the day-to-day operation and direct supervision of all Service Desk personnel
*Analyze the work of subordinates and take appropriate steps for retention or other personnel actions
*Ensure all requirements of the contract are fulfilled and all deliverables submitted on time
*Create an effective working relationship with the customer and stakeholders.
*Serve as on-site liaison for the company at the customer's site.
*Discuss all open tickets during the daily morning meetings
*Suggest and recommend innovative measures which provide greater opportunity for exceeding service commitments, improve customer satisfaction, and reduce the overall cost of delivering agreed services
*Develop and implement effective incident management, problem management and resolution processes.
*Develop and manage effective knowledge management processes.
*Ensure operational quality through application of formal quality assurance processes.
*Meet goals and KPIs as set by the line manager;
*Ensure that team's KPIs are monitored, actions are taken, evaluated accordingly and delegated properly;
*Measure, monitor and work to drive down incident levels. This will relate to Product and Customer problems. Ensure that the Service Desk actively participates in improving the usability and reliability of services;
*Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities
*Perform customer relationship management to improve customer satisfaction with organizational IT support

Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information

The applicant must be fluent in English. The ability to speak French or Flemish as plus
*Certification in ITIL V3 or 2011 intermediate or expert
*Experience managing an IT help/service desk with Tier 1, 2 and 3 support
*Experience administering quality assurance processes for helpdesk operations
*At least 4 years' experience of managing a Service Desk

*Desired Qualifications:
* Experience in operational support of multiple level security domains
* Education to degree level preferably in Information Technology
*Proficiency in English. A good knowledge of French/German/Spanish/Italian would be highly appreciated.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.

Start date
ASAP
From
LA International Computer Consultants Ltd
Published at
30.12.2016
Project ID:
1261416
Contract type
Freelance
To apply to this project you must log in.
Register