IT Service Desk Team Manager

• Manage, plan and lead the dedicated staff, by giving clear instructions about planning, priorities and deadlines
• Be responsible for the correct execution of the IT Customer Services activities, following strictly the defined rules, policies and procedures
• Be responsible for the existence and correctness of all related documentations
• Propose corporate compliant solutions based on user software and/or hardware requests
• Increase and improve ITSM knowledgebase for IT support processes and end-user support articles
• Actively participate in the IT Infrastructure management meetings, in order to define
• department vision, strategy and activities and give necessary input during budget preparation
• Participate in continuous improvement and write appropriate guidelines where required
• Participate to IS&O related projects
• Occasionally provide an administrative support in the scope of the activity
• Capture and report on important performance indicators, trends and SLA/OLA compliance based on the activities in the ITSM tool.
• Improve first-call resolution and reduce incident backlog.
• Stock management for the service catalog items
• Act as escalation point for major incidents and complex issues.
• Ensure proper ticket lifecycle management and documentation.
• Lead, coach, and develop Service Desk Agents.
• Foster a customer-centric and continuous improvement culture.

All the above tasks must be performed in compliance with safety rules, security, compliance and in accordance with established rules and processes.