Regional Service Desk Manager

Описание

The Role:

The Regional (European) Service Desk Manager is responsible for managing the first line technical support for all departmental IT applications and services across multiple sites, ensuring that customer expectations are met or exceeded. They are responsible for ensuring the staff are achieving performance benchmarks and key performance indicators, and that standards and processes are followed to provide excellent customer service. The Service Desk manager will be accountable for the effective and efficient operation of the Apex’s Service Desk function, including people, process. The role will report to the Global Service Desk Manager.

Key duties and responsibilities:

Oversee the daily performance of IT service requests, incidents, and problems;
Act as escalation point for all IT service desk issues;
Management of all vendors/suppliers and third parties;
Manage process for communicating outage/emergency activities to the organization;
Manage vendor relationships as it depends on daily operational needs, including vendor SLA performance, quality, and billing/costs;
Review survey feedback to improve services, tools, and support experience;
Own and drive the adoption and improvement of the ITIL processes in the Service Desk;
Responsible for measuring performance of the service desk and driving continual improvement processes;
Lead the Service Desk Agent team. Train, coach and mentor Service Desk Specialists and support career development;
Responsible for ensuring issues are effectively escalated as required in accordance with agreed Service; Levels and ensuring communication with the end-user is maintained throughout the lifecycle of an IT ticket;
Responsible for managing team rotas and ensuring that the Service Desk function operates throughout hours agreed with the business and is staffed accordingly;
Work to make Service Desk the single source of truth and service delivery channel for IT;
Maintain and improve all Service desk processes and documentation including Service catalogue, SOP’s and work instructions;
Review all work of the Service Desk agents, and perform quality checks on service desk agent’s adherence to processes;
Provide support during all internal and external audits of IT;
Other duties in support of the Service Desk, as assigned by the Global Service Desk Manager.

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

София 1000, Площад Македония, ул. Алабин 1, етаж 11

Дата:

23.06.2022

Организация:

Apex Fund Services Bulgaria EOOD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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