For our department IT Service Desk within
General Services, we are looking for a (an):
IT Service Desk Team Manager (m/f/x)
Main duties:
- 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.
Required profile:
Minimum required criteria
- Be holder of a bachelor degree “BAC& 3” in Information Technology or equivalent
combination of education and experience in a similar position - Show strong leadership and organizational skills
- Show a good sense of priorities
- Good knowledge of state-of-the-art office hardware and software, incl. mobile data
management and new technologies - Show structured approach in analysis and documentation
- Be accurate, detail oriented and reliable
- Demonstrate customer orientation and as an role model
- Show basic knowledge of the ITIL Framework
- Be familiar with standard office applications
- Show excellent communication skills in English (spoken and written) as well as good skills in German or French
- Have good presentation skills
Desired or to be acquired criteria
- On-the-job training according to the attached table
- Be able to work team-oriented and independently
- Must be able to learn, understand, and apply new technologies
- Show a strong ability to communicate at all levels, both inside and outside the company
- Show user skills in the tools used in the department
- Demonstrate a good sense of urgency and flexibility
- Be able to deliver results within defined timeframe;
- Maintain the strict confidentiality of the data
The ideal candidate
- Knowledge of Luxemburgish or any other language is considered as asset
