Global Service Desk Manager
WarszawaGlobal Service Desk Manager
Warszawa
NR REF.: 1146496
Your new company
You will join ISS A/S, an international, globally well-known company from the facilities management industry, that is opening the new office in Poland, Warsaw.
Your new role
As the new Service Desk Manager, you will be the key anchor point between our Service Desk vendor, the IT Service Management team, and our colleagues to manage the performance of Level 2 services & support on our Global Applications. You will be responsible of ensuring that our vendor is meeting and exceeding on our expectations and agreements in regards to performance and metrics.The position includes meeting with key stakeholders within ISS to ensure incidents and requests are logged accurately and timely in order to prioritize and manage demands and deadlines in a fast-paced environment.You will become the key player to promote Global Service Desk and be responsible for assuring workflows and the team are running correctly while keeping SLAs on track on our Global ITSM Solution.More specifically, you will be responsible for:
What you'll need to succeed
What you'll get in return
You will be one of the first employees of a completely new office in Poland, having global responsibilities. You will be offered a challenging and exciting career in an ambitious working environment characterized by high pace and drive. In this role you will have exposure to senior stakeholders both internally and externally. The right person will have ample opportunity for personal and professional development and for building a large network of highly qualified colleagues and influential stakeholders.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
Warszawa
NR REF.: 1146496
Your new company
You will join ISS A/S, an international, globally well-known company from the facilities management industry, that is opening the new office in Poland, Warsaw.
Your new role
As the new Service Desk Manager, you will be the key anchor point between our Service Desk vendor, the IT Service Management team, and our colleagues to manage the performance of Level 2 services & support on our Global Applications. You will be responsible of ensuring that our vendor is meeting and exceeding on our expectations and agreements in regards to performance and metrics.The position includes meeting with key stakeholders within ISS to ensure incidents and requests are logged accurately and timely in order to prioritize and manage demands and deadlines in a fast-paced environment.You will become the key player to promote Global Service Desk and be responsible for assuring workflows and the team are running correctly while keeping SLAs on track on our Global ITSM Solution.More specifically, you will be responsible for:
- Recognize opportunities to improve workflows and processes utilized by the Service Desk
- Assess and monitor day-to-day operations
- Reporting on the operation progress and spending
- Respond to more complex, escalated inquiries within the IT team
- Monitor the training and development of Service Desk Employees
- Work with SDMs and Key Stakeholders to ensure all Service Desk tickets are resolved in a timely manner
- Day-to-day prioritization and coordination of Service Desk tasks
- Ensure compliance to security policies, standards and guidelines as defined by the IT Security Team
- Ensuring that the Service Desk team provides courteous and consistent service, communicates effectively with our colleagues, and takes ownership of incidents and requests assigned to them.
What you'll need to succeed
- More that 3+ years of leading and managing an IT Support organization in a Global setup
- Experience with Atlassian products, especially JIRA Service Desk and Confluence
- Proven success leading strategic initiatives and technical projects
- ITIL Certified, preferably v4
- Experience with vendor and supplier management
- Demonstrated growth experience, showing a consistent track record of driving new challenges to their success
- Ability to handle multiple different sized projects simultaneously and meeting deadlines
- Attention to detail, organized and thorough, with desire for continuous improvement
- Fluent English, written and spoken
- On a personal level we expect that you are curious and have will to continuously learn and grow your capabilities. You respect and value the power of conversations to bring people together, learn and solve problems with a Global mindset.
What you'll get in return
You will be one of the first employees of a completely new office in Poland, having global responsibilities. You will be offered a challenging and exciting career in an ambitious working environment characterized by high pace and drive. In this role you will have exposure to senior stakeholders both internally and externally. The right person will have ample opportunity for personal and professional development and for building a large network of highly qualified colleagues and influential stakeholders.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
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