Your employer is a global leader in digital services and consulting with Clients in almost 50 Countries.
Your task will be to manage end to end IT Service desk operations, plan and monitors resource deployment as well as to reviews daily performance, staffing plan, and work allocation. Part of your position is also to customize a target delivery model to Clients.
Roles and Responsibilities
- Plans and monitors the resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring for specific processes in order to ensure operational compliance.
- Prepares and Reviews training staffing plan and work allocation in order to achieve production targets.
- Identifies training needs for TLs, reviews training plans created by the TLs for their teams and monitors training implementations in order to improve competency development across domain.
- Reviews process specific quality plan including quality control, assurance and improvement in order to create a comprehensive quality program.
- Sign off scorecards for direct reportee, create KRA for the team to align with business objectives.
- Performance oriented - Ability to drive performance to stretch targets
- Excellent relationship management skills – coordinating with different functions and client contacts to provide customer delight
- Conducts periodic reviews with his teams, monitors daily performance and creates action plan to improve service delivery.
- Create business models for Incident management and Problem management to achieve minimal disruption to IT service.
- Positive attitude, open mindedness, being receptive to all ideas and feelings in an aim to create win-win situations
- At least 3 years in managing Service Desk Operations (or similar)
- Good understanding in the IT area (Registry Fix, Network Collaborations, VPN, ...)
- Experiences in leading teams and Projects
- Fluency in German and English
- ITIL Certificate is a plus
- Work for a global and fast expanding Company
- Benefits to be confirmed.
- Work from home option provided.
- 1-year initial contract.
Are you interested? Please get in touch with me over this platform or directly via email. email@example.com
I can gladly provide further information such as a full job description.