Description
Service Desk Manager - Belgium
Languages: FRENCH and ENGLISH
Skills and experience:
- At least 5 years of experience in Service Desk management role in an international company
- ITIL v3 Foundations certified
- ITIL v3 Operational Support and Analysis certified is a plus
- Strong leadership skills
- Structured and organized way of working
- Able to deal with high level escalations
Description of work:
- 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
Please send your CV to Hanny and call to discuss further.
We are an equal opportunities employment agency and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.