Service Desk Manager

HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.

Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.

On behalf of our Client, the global company located in the city center, to the internal IT Service team we are currently looking for Service Desk Manager. The team is the Front Line of the IT department, providing a single point of contact for colleagues requiring IT support or Access to IT systems. The team is control the delivery of Services into the business ensuring it meets the customer's needs and acceptance criteria.

On this position main responsibilities include:

• as a Service Desk Manager you will be accountable for leading operational activities, collaborate with other managers to deliver a cohesive service (provided in shifts). You will champion the customer, challenging the status quo, continually looking for ways to improve the services we provide.
• managing to achieve SLA by ensure Incidents and Requests are being worked and when needed taking ownership of all escalations,
• identify trends and pro-actively seek solutions to improve the service and support to the business
• review operational procedures and drive improvements that will increase customer satisfaction and/or improve the working environment
  • develop & maintain strong relationships with senior managers, their direct reports and wider teams
• offer support and guidance to customers as required
• provide operational leadership and task management for Service Operations
• define and embed ways of working for your team, including relevant policies and standards,
• foster a motivated , engaged team working to a single purpose of delivering world class service experiences
• take ownership of difficult operational situations, directing available resources in an effective and efficient manner
• make sure your team has a highly skilled customer focused capability
• embed a culture of continuous improvement
• share the Service vision and strategy with the team. Ensure the team are clear on their roles and how they fit into the bigger picture

  Requirements:

• strong ability to manage in a complex and scattered environment
• solid experience from working in a IT delivery organization
• interest for developing people
• good business understanding or proven ability to learn fast
• dedication to quality and effectiveness increasing
• excellent communication and presentation skills
• ability to drive change
• relevant university degree and professional experience (managerial position)
• due to working in an international environment very good English (written and spoken) is a must

 Client`s offer:

• permanent agreement
• attractive workplace localisation
• private medical care
• trainings
• foreign language lessons
• sport card

Prosimy o dopisanie następującej klauzuli „Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w ofercie dla potrzeb procesu rekrutacji zgodnie z Ustawą o ochronie danych osobowych z dnia 29.08.1997r., Dz. U. Nr 101, poz. 926 ze zm.” Numer w rejestrze agencji zatrudnienia: 361 hays.pl