Description
Service Desk Manager
Key Responsibilities
Managing resources assigned to the Service Desk, including the supervisor
Managing Service Desk activities, aligned with the general IT vision and strategy
Acting as escalation point for the supervisor
Undertaking a wider customer services role
Reporting to senior managers on any issue that could significantly impact the business
Taking accountability for incident and service request handling on the Service Desk
Identifying improvement opportunities for inclusion in the continual service improvement plan
Assess and improve Service Desk functioning and processes
Create and distribute management reporting
Liaising with other support teams to ensure good collaboration and improve processes/procedures wherever possible
Owner of the Service Desk knowledge management database
Knowledge, Skills and Experience:
At least 3 years of experience in Service Desk management role in an international company
Strong leadership skills
Structured and organized way of working
Excellent communication and interpersonal skills, both spoken and written
Bilingual French-English
Able to deal with high level escalations
Education, Qualifications:
- ITIL v3 Foundations certified
- ITIL v3 Operational Support and Analysis certified is a plus