Description
Working on an SC Cleared programme of work based in Brussels this role requires an experienced Service Desk Manager to take ownership of the desk and all related people management.
Key responsibilities:
- Manage day to day operation and personnel on the Service Desk
- Ensure all SLA's are adhered to
- Be the main liaison between the customer and other stakeholders
- Continuous improvement suggestions for the desk - to increase satisfaction, reduce cost, improve service etc
- Develop knowledge management processes
- Monitor team KPIs
- Drive down incident levels
- Standardise process and procedure
Required skills and experience:
- ITIL certification to intermediate or expert level
- At least 4 years Service Desk Management of a desk including 1st -3rd line support
- Quality assurance process administration
- Fluent English is essential - French/German/Spanish/Italian/Flemish would be advantageous
Please send your CV today for immediate consideration.