IT Service Desk Manager with German

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Województwo Warszawa (mazowieckie); Wrocław (dolnośląskie); Łódź (łódzkie); Kraków (małopolskie); Opole (opolskie); Rzeszów (podkarpackie); Katowice (śląskie); Poznań (wielkopolskie); Szczecin (zachodniopomorskie)
Opis oferty For our Client, international organisation we are looking for IT Service Desk Manager German Speaker whose main task will be supporting IT Service Desk Team. 
Zakres obowiązków
  • Developing and driving overall customer service strategy for the IT Service Desk
  • Managing the team within the Shared Services Organisation on a day to day basis including coaching, training, timekeeping, holidays and sickness, organisation of the rota, resource planning, and ensuring service level agreements and targets are met.
  • Performance management of a team, including check-ins, coaching, providing feedback, and dealing with absence management and return to work interviews.
  • Ensuring tasks are appropriately distributed and completed within the deadline.
  • Actively managing and monitoring monthly/annually budgets
  • Working closely with stakeholders to discuss service levels, KPI’s and identify service improvements
  • Developing targets for KPIs and SLAs and ensuring they are monitored and met on daily basis
  • Being focal point for escalations both from Employees and Customers
  • Identifying process issues/opportunities for improvement and automation and solutions to resolve them utilising the CSI methodology.
  • Working gclosely with other Shared Services Organisation teams as appropriate
  • Working closely with Training and Knowledge team to ensure that training information is up to date and actively encourages self-service.
  • Ensuring compliance with appropriate Data Protection legislation at all times.
Poszukiwane kompetencje
  • Proficiency in both German and English language (spoken and written
  • Has experience of managing budgets
  • Shows broad experience in people management and successfully builds client relationships (Experience of managing large teams is essential for the role)
  • Has good knowledge about IT Service Desk operations and Performance Management
  • Has good knowledge of Service Now ITSM tool and ITIL v3 Best Practice Framework.
  • Demonstrates honesty, integrity and transparency when dealing with others
  • Genuine ability to mentor others and has adequate skills to conduct difficult conversation when needed
  • Perfect communication skills both verbal and written are essential for the role
  • Is comfortable in taking own decisions and can work under time pressure
  • Has analytical skills and can see trends in data and make recommendations
Oferujemy
  • Attractive salary
  • Working remotely 
  • Multisport
  • Group insurance and health insurance (mixed package)
  • Language courses
  • Financial support for Masters studies
  • Local and international career opportunities
Data ostatniej modyfikacji piątek, 16 lipca 2021