Service Desk Manager
Miejsce pracy: Wrocław
Nr ref.: JO-1309-271594_11
For our Client, new investor from IT division on the Wroclaw market, we are currently looking for Candidates for the position of: Service Desk Manager
Localization: Wroclaw
While on the position you will be responsible for achieving and maintaining both service and customer satisfaction level as per KPI. As Service Desk Manager you will be have overall responsibility the team of ca 30 employees (participating in recruitment processes, providing training and development as well as managing team and individual performance.
Responsibilities:
- Keeping best customer services level while fulfilling the contracts
- Sourcing of contracts (recurring activities and escalations)
- Continuously improve the quality of delivery
- Close cooperation with sales team in terms of content
- Work closely to HR department
- P&L reporting (in terms of costs)
- Providing reporting in terms of utilization of resources and future hiring plans
- Contribute to the improvement of the quality of delivery by implementing continuous improvement plans
- Contribute to sale cycle by working with the sales team on content and quotations
Requirements
- Experience of leading a team of 20-30 employees
- Very good English language skills
- Perfect communication skills
- Strong ITIL or support expertise
- Experience in managing contracts would be an advantage