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.