Responsibilities:

• Developing and implementing an international Service Desk strategy meeting the firm’s objectives (service levels, types of users, etc.)
• Leading and managing the support area (12+ FTEs in different locations, and external services), managing the resources and workload in the most efficient and effective way possible ensuring the resolution of incidents, service requests and queries within the Service Level Agreements (SLA), with an employee-centric focus.
• Ensuring that Service Desk team members have the resources, training and processes necessary for successful and sustained performance and knowledge sharing.
• Implementing and improving ITIL-based support processes and creating a scalable and efficient documentation culture.
• Overseeing the classification, prioritisation and resolution of IT incidents, ensuring compliance with SLAs and minimising downtime for end users.
• Acting as the escalation point for complex or high priority issues or problems, providing guidance to resolve them promptly.
• Leading, implementing and improving the ITSM tool that will service the IT area by progressively integrating the different teams into this tool.
• Managing the assets under your supervision.
• Structuring and sharing service information with stakeholders.
• Performing service monitoring reports according to best practice metrics.
• Conducting service satisfaction surveys.
• Incentivising self-service.
• Building relationships within the company and with decision makers (e.g. corporate event management, VIPs, office managers, etc.) to keep abreast of local demand and IT support requirements.
• Collaborating closely with delivery and systems engineering areas for continuous process improvement through the analysis of information from scheduled jobs, service deliveries and support.
• Taking part in defining the strategy to organise a matrix of escalations and responsibilities with SLAs across the different work teams.
• Generating a data reporting and analytics strategy to work on continuous process improvement

Minimum requirements:

• Degree in Information Technology or a related field.
• Fluent English.
• Over five years of experience as Support/Service Desk Manager, preferably in multinational companies (several geographical locations with different time windows) and VIP services.
• Experience implementing ITIL (particularly incidents and service catalogue) and ITSM tools (in particular ServiceNow).
• Good knowledge of Support Management metrics.
• Technical skills and familiarity with computer systems, networks and software applications.
• Problem-solving skills and the ability to succeed at a fast pace.
• Excellent knowledge of outsourced service management as well as writing RFPs.
• Experience in team management.
• Leadership experience when troubleshooting across teams with different technical skills.
• Experience in employee focus, as well as internal and external information management skills.
• Empathy.
• Self-sufficiency.

Other requirements:

• Have transitioned away from Service Desk to greater levels of responsibility.
• Identify trends in the way different services are supported.
• ISO 27001 training would be an asset.
• Appropriate technical qualifications, e.g. SCCM, AirWatch, Intune, Azure and Autopilot
• ADKAR methodology for change management
• Office 365 advanced level, with one of the following Microsoft 365 Certified certifications: Administrator Expert, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Certified: Security Administrator Associate, Microsoft Certified: Information Protection and Compliance Administrator Associate.