Randstad Technologies specializes in search and selection of IT and IT/business professionals. We focus on recruitment of medium and high class specialists for all levels of organizations hierarchy.
For our Client, located in Lodz, we are currently looking for:
manager IT Service Desk
Ref. no: 31606Permanent job
Location: Łódź
Responsibilities:
- direct management of all Service Desk personnel
- responsible for team development and mentoring, establishing departmental objectives, prioritizing tasks and providing direction and guidance
- provide leadership to support a 24x7, 365 day Service Desk operation
- povide incident resolution utilizing ITIL processes embedded across the organization
- enable organizational continuous improvement in IT Service Delivery by leading effective Incident and Problem Management
- direct post-mortems of severe and critical incidents including recommendations for permanent containment and prevent recurrence
- understand and maintain financial controls for the Service Desk, including annual budgeting, monthly forecasting, and variance management
- maintain and report key performance indicators to support the balanced scorecards for the business and IT
- drive continuous improvement through knowledge sharing / training plans among staff and process improvements
- 7+ years of IT experience and a minimum of 3 years of Service Desk experience
- 3-5 years managing people, especially in a 24x7 operations
- previous operations experience in core enterprise technologies, including Microsoft Server, Windows, Active Directory, VMware/SAN technologies
- Service Desk operations experience including ticketing systems, routing incidents and service request, call center operations, and metrics
- good knowledge of ITIL compliance standards and successful methods to integrate those into corporate compliance processes - ITIL v3 Certification preferred
- process and continuous improvement oriented with IT Service Management experience
