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
- 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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