We are looking for a talented IT Service Desk Manager to join our Global Management Team! Our Service Desk Manager will be responsible for management of our Global team of Service Desk Agents and Leads while delivering excellent service and support. This is a great position for someone who is looking for leadership opportunities, and is motivated to innovate, grow and develop their leadership skills and technical competency. This is a high-visibility position with growth potential.
Responsibilities:
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Manage Service Desks deliveries located in different regions
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Full accountability for the Business as Usual delivery and performance of all End User Services
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Make sure that all defined KPIs and SLAs are delivered
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Build, deploy and drive production enhancement plans
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Drives a process of review, revision and reinforcement, to ensure continuing effective use of methods and tools
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Provide daily leadership to Service Desk Leads and a group of Service Desk Analysts
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Mentor and coach Service Desk Leaders
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Maintain communication to Customer representatives and Senior Atos and Customer Management
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The Service Desk Manager will set priorities, measure progress, run daily huddle/scrum meetings, and ensure the team is troubleshooting operational tickets as needed
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Focus and leadership of automation tools and solutions
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Maintain standard operating procedures, driving standards, consistency, repeatable processes
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Collaborate with line of business leaders and the IT leadership team
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Bachelor’s Degree in Computer Science and Engineering or related field
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5+ years as a manager with help desk, support or relevant IT management role and experience
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7+ years of experience working in IT area
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Competency in a wide range of desktop technologies including, but not limited to; MS Windows, Unified Communications, SAP, User and Group Management, and the MS Office Suite
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A solid understanding of Service Desk processes and tools
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Excellent leadership skills with the ability to proactively set and maintain priorities
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Excellent communication skills including
The position will be located in our office in Bydgoszcz
We offer work in international environment, a competitive salary package, relocation bonus (according to the internal procedures), private medical care, life and disability insurance. Interesting training and professional development programmes also available.