Service Desk Manager

Хасково
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Сектор
ИТ & Техническа поддръжка
ИТ и техническа поддръжка
Информационни технологии
Ниво
Мениджър
Език
Английски
Вид заетост
Постоянна работа
Пълно работно време
Заплата
Работа от вкъщи
Офис
Вашият консултант
Кремена Колева
ИТ Консултант по подбор на персонал
Препоръчай приятел

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No items found.
Сектор
ИТ & Техническа поддръжка
ИТ и техническа поддръжка
Информационни технологии
Ниво
Мениджър
Език
Английски
No items found.

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.

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