Due to recent extensive growth, our client is looking for an IT Service Desk Operations Manager to lead an operational service desk of appr. 50 members, to set the strategic direction and identify opportunities for continuous improvement.
- Create, maintain and ensure the responsiveness and customer-focused mentality of the multilingual IT Service Desk department you manage - Take ownership of the incident management and service request process - Keep close contact to senior stakeholders at the company and the client(s) - 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)
- You will primarily be responsible for a busy Service Desk of minimum 30 staff and have excellent hands on experience of running and maintaining a multilingual service whilst delivering into and within an ITIL framework either as a Senior Team Leader/Supervisor or Junior 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 - Multicultural awareness - Fluent business English skills
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