Infosys BPO Poland is one of the biggest players in the outsourcing market, offering advanced and innovative services to its clients worldwide in the field of Finance and Accounting, Purchasing, IT and Consultancy. We are among the largest employers in the Lodz region and employ around 2500 specialists that provide services in nearly 30 languages.
Currently we are looking for the candidate for the position of:
IT Service Desk leader is responsible for the day to day operation of the IT service desk team ensuring contractual service levels are met and customer expectations are met or exceeded. Responsible for the people management of service desk agents and a continuous development of capability within the team, managing the prioritization and allocation of work across the team.
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Managing the performance of the Service Deskteam, ensuring that all contractual service levels are met
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Responsible for the management, escalation and resolution of all incidents, problems and Service requests reported to the Service Desk which may involve coordinating with other technical teams, and from external partners/suppliers
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Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
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To take responsibility to produce, implement, maintain and take ownership for all the policies, long term plans and strategies relating to ITIL Service Desk Management
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First point of escalation for the IT service Desk
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Regularly review the effectiveness of the Service Desk and request Fulfilment performance, in line with agreed SLA’s and KPI’s
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ITIL Process ownership for Service Desk, Request Fulfilment and Incident Management
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Performance management of the service desk agents, coaching and development of the individual team members
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Develop and maintain professional credible relationships with key stakeholders (IT and the business), including relevant third parties and strategic suppliers
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Ensure that practices and processes exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities
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5 years of experience in enterprise IT support environment with good understanding of enterprise IT infrastructure
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Prior experience in managing an IT service desk or other technical teams
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Strong working knowledge of ITIL methodology is a requirement, foundation certification will be an added advantage
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Customer handling skills and diplomacy to manage customer escalations, the marketing of the department and take responsibility for customer satisfaction surveys
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Excellent organizational skills, demonstrable experience in managing projects to deadline
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Demonstrable experience in people management, coaching and development
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Excellent written and verbal communication skills in English
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Technical trainings and certifications
