Service Desk Manager

Type van engagement: Service Desk Management.

Beschrijving: Service Desk Manager required for a global organisation, the successful individual will be responsible for the day-to-day support and maintenance all end user services.

Minimaal aantal jaren ervaring: 5 Years

5 Belangrijke vaardigheden vereist:

– Experience of running a modern user centric support function in an international business.
– Management of ITSM tools (service desk, auto deployment, patching, remote support, etc).
– Strong experience of running a service desk on Single Point of Contact principles and managing the escalation to third line or external resource where necessary.
– Hands on technical knowledge of M365 architecture and administration, and an understanding of Microsoft best practice.
– Familiar with setting up, managing and administering IT Service governance, ideally aligned with ITIL principles.

5 Verantwoordelijkheidsgebieden:

– Work as an integral part of the MIS team to ensure the timely resolution of day-to-day operational issues and ongoing support of users.
– Manage the process of upgrading & replacing desktop applications & operating systems as required to ensure service levels are met.
– Taking ownership of technical issues and escalating to other teams or external support companies as required. Track progress on issue resolution and communicate to users as necessary.
– Identify and communicate potential opportunities for system and service improvement, enhancement and optimisation.
– Manage the service desk system and other tools used by the service desk team.