Description
We are looking for a
Senior Manager Global Service Desk Implementation (m/f)
Referenz: -en
Beginn: 03/13
Dauer: 3 MM++
Ort: in Bavaria
Branche: Systemhäuser
Ihre Aufgaben:
- The client conducts a project, where topics of solution scripts for the Global Service Desk as the first level support team are to be identified, the scripts are to be created and the successful implementation is to be monitored.
- The term "script" means a solution outline document or knowledge article. This document will be used by the First Level Support and might also be forwarded by the First Level Support to the user.
- Basis for these scripts are a couple of thousand incidents, which have been registered at second and third level support
- Apart of the requested expert, the project team is already in place. Script creation will mostly be done by existing experts. Focus of the project is rather to orchestrate, coordinate and monitor.
Ihre Qualifikation
- Must have significant knowledge in the solution script topic, First - Third Level support ITIL processes
- Must be able to successfully lead a project
- Some technical knowledge is required.
- It is key that the expert takes ownership to drive project results and ensure timelines.
- Fluency in English, fluency in another European language is an asset
Skills:
- Project manager
- Helpdesk/support
Keywords: ITIL Manager Service Desk