Service Desk Manager

Techniques:

• Strong proficiency with Microsoft environments: M365, Teams, SharePoint, Intune, Azure AD / Entra ID, Windows 11.
• Experience with ITSM tools (e.g., ServiceDesk Plus).
• Good understanding of network and system infrastructure.
• Awareness of cybersecurity principles.

Méthodologiques:

• At least ITIL v4 Foundation certification.
• Skilled in SLA management, project management, data analysis, and reporting.

Comportementales:

• Demonstrated leadership and customer orientation.
• Effective communication, pedagogy, priority management, and crisis handling.
• Strong analytical and synthesis capabilities.

Profil recherché:

• Languages: mandatory French and German (B1 level), Luxembourgish is a plus.
• Education: Bachelor's to Master's degree or proven professional experience in IT or related fields.
• Experience: Minimum 5 years in IT support and at least 3 years in support team coordination or management.
• Multisite environment experience is appreciated.

Gestion opérationnelle du Service Desk:

• Supervise Niveau 1 activities and coordinates escalations to Niveaux 2 and 3.
• Ensures service delivery commitments (SLA, OLA, KPI) are met.
• Manages incidents, requests, and problem resolution.
• Organizes duty shifts for uninterrupted service.

Gestion de l'équipe:

• Leads and develops the Service Desk team.
• Participates in recruitment and onboarding of new staff.

Gouvernance et reporting:

• Develops clear, actionable dashboards.
• Monitors key indicators: FCR, SLA compliance, CSAT, volume, MTTR.
• Presents results to steering committees and proposes improvement plans.

Gestion des processus ITSM:

• Oversees Incident, Request, Problem, Knowledge Management, and Change Enablement processes.
• Enriches knowledge base and ensures adherence to ITIL best practices.

Gestion des fournisseurs:

• Manages relationships with support partners, quality control, and contractual compliance.

Amélioration continue:

• Identifies automation and self-service opportunities to reduce recurring incidents.
• Participates in digital transformation and workplace modernization projects.

Administratorem danych jest emagine z siedzibą w Warszawie. Kandydat ma prawa dotyczące ochrony danych osobowych zgodnie z RODO, w tym prawo do dostępu, sprostowania, usunięcia, ograniczenia przetwarzania, sprzeciwu, przenoszenia danych oraz wniesienia skargi. Dane przetwarzane są w celu rekrutacji, a podanie danych jest obowiązkowe w zakresie wynikającym z Kodeksu pracy. Zgoda na przetwarzanie danych może być wycofana w dowolnym momencie. Odbiorcami danych są Just Join IT oraz powierzone podmioty związane z rekrutacją.