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IT Service Desk Manager (with German skills)

Régió: Budapest

Randstad Hungary Kft.

Hozzáadva: 2017.04.25.
Jelentkezési határidő: 2015.02.21.
Hirdetés azonosító: 843147

IT Service Desk Manager (with German skills)

Due to recent extensive growth, our client is looking for a bilingual IT Service Desk Manager to lead the service desk of appr. 50 members serving the companies German speaking internal clients.


- Create, maintain and ensure the responsiveness and customer-focused mentality of the German speaking IT Service Desk department you manage
- Take ownership of the incident management and service request process
- Keep close contact to stakeholders
- Resourcing, talent and performance management for a team of appr. 50
- Drive change and continuous improvement across the service desk
- Ensure provision of operational management reports and participate and facilitate monthly service reviews with the client(s) that are internal customers


- You will primarily be responsible for an IT Service Desk OR customer service department and have excellent hands on experience of running and maintaining a service whilst delivering into and within an ITIL framework either as a Senior Team Leader/Supervisor or Manager
- A demonstrable track record of delivering change and continuous improvement in a service desk environment
- The ability to manage and report against multiple Service Level Agreements (SLA's)
- The ability to select and operate relevant Service Management tools to provide Service Operation control and management Information, including Key Performance Indicators
- Excellent leadership skills
- Excellent stakeholder engagement skills
- Excellent communication and negotiation skills
- Fluent business English and German skills are essential and both will be your working languages

Amit kínálunk:

- An inspiring work environment
- Become a manager of a talented, driven team delivering a different type of IT service compared to BPO companies' services
- The opportunity to join a stable and prosperous German company with long history

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