On behalf of our client, an American company, which develops a big project for a huge hotel and Casino outside Sofia, we are looking for an experienced and responsible professional for the position of

Service Desk Manager

Main Responsibilities:

• Maintainhigh-performing service support functions including an IT Service Desk, DesktopSupport, and VIP Support
• Assist inleading the pre-opening setup of the IT environment
• Take fullresponsibility for the Incident, Request, Change, and Escalation processes,ensuring high levels of performance in these processes, accurate reporting, andestablishing service improvement activities when required
• Takeownership of major incidents to ensure coordination of resolving parties,effective communication with stakeholders, and post-incident review
• Monitor,control, and support service delivery, ensuring systems, methodologies, andprocedures are in place and followed
• Service andsupport in projects and develop a strong understanding of projects impactingyour service area and ensuring service impact is minimized and agreed
• Beaccountable for the quality of Service and performance, ensuring future demandfrom growth and projects is understood and factored into capacity plans for allassociated systems
• Driveinternal and third party service review meetings covering performance, serviceimprovements, quality and processes
• Maintainingan accurate and up-to-date inventory of all IT equipment, software, andlicenses
• Acting asthe primary point of contact between the service desk and other IT teams anddepartments, as well as between the service desk and end users
• Developingand maintaining SLAs and ensuring that service desk performance meets orexceeds them
• Providingregular reports and updates on service desk performance to senior IT leadership
• Identifyingand recommending cost-saving measures related to IT equipment, services, orstaffing

Our client offers:

• Competitivesalary
• Food
• Accommodation
• Travelexpenses
• Additionalbenefits

Requirements:

• 3+ yearsmanagement experience in Infrastructure, IT Operations, and/or TechnicalSupport
• 2+ years ofexperience with project management
• Experiencewith banking hardware a plus
• Lead, andmentor a team of service delivery professionals
• Ensure alltasks associated with support are handled with outstanding customer service tointernal and external customers
• Create,maintain, and monitor key operational metrics to measure service effectivenessand anticipated demand
• Create,maintain, and monitor service level agreements, ensuring assigned incidents areresponded to, diagnosed, and resolved swiftly and effectively
• Prioritizeincidents and tickets to improve the team's effectiveness
• Ensureincidents and tickets are regularly updated to reflect the current status andprovide accurate metrics for service improvement
• Manageinternal and external resources to provide cost-effective service delivery
• Manageinventory of IT assets focusing on desktop software, workstations, and branchdevices
• Create andestablish procedures related to workstation management, operational servicedelivery, and technical support
• Manage keyservice providers and service level agreements
• Participateas needed in audits and bank exams
• Expertknowledge of ITIL disciplines
• Ability tofunction in a project methodology-oriented environment
• Ability toprovide training and support for users with varying degrees of IT knowledge
• Ability tocommunicate problems and resolutions effectively and professionally to non-ITpersonnel
• Ability topresent complex concepts and technologies in a clear and concise manner
• Resourcefulnessand problem-solving aptitude
• Ability toseek out vulnerabilities in IT infrastructures

‍

‍

If you recognize yourself in this position, please send us your CV in English.

Only shortlisted candidates will be approached.

‍